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HDI Desktop Support Manager

  • Tuition USD $1,995
  • Reviews star_rate star_rate star_rate star_rate star_half 572 Ratings
  • Course Code 2540
  • Duration 3 days
  • Available Formats Classroom

As the desktop support manager, you are responsible for executing the operational and tactical plans of desk side support while satisfying customer and business needs. The scope of services the desktop support manager must provide reaches beyond supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything the company desires that requires face-to-face or desk side support, also known as desktop services, desk side support, technical services, or on-site support.

Designed for both new and experienced desktop support managers, this course helps you learn to satisfy operational demands and build a support function that aligns with the organization, adds value to the business, and delivers on its commitments.

This course is designed to assist you in preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

Skills Gained

  • Characteristics of an effective desktop support manager
  • How to create service level agreements, operating level agreements, and standard operating procedures in support of a service catalog
  • Steps to cost-benefit analysis, total cost of ownership, and calculating return on investment
  • The relationships between IT service management processes
  • Desktop support technologies
  • Processes for desktop support
  • Staffing models
  • Tactics for screening, hiring, training, and managing high-performance teams
  • The metrics and key performance indicators essential to desktop support performance reporting
  • Who Needs to Attend?
  • Experienced technical support professionals who must manage day-to-day functions of desktop support and master critical performance and customer service strategies
  • Individuals who are preparing for the HDI Desktop Support Manager certification

Who Can Benefit

  • Experienced technical support professionals who must manage day-to-day functions of desktop support and master critical performance and customer service strategies
  • Individuals who are preparing for the HDI Desktop Support Manager certification

Course Details

1. Desktop Support

2. Effectively Managing Desktop Support Services

  • Desktop Support Manager Roles and Responsibilities
  • Your Role as a Manager
  • Your Role as a Leader
  • Code of Conduct
  • Effective Communication
  • Communicating Across Cultures
  • Conflict Resolution and Negotiations
  • Building Your Team
  • Managing Organizational Change

3. Strategic Management

  • The Strategic Perspective
  • Building Your Strategy
  • Key Elements of Vision and Mission Statements
  • Support as a Business
  • IT Financial Management
  • Quantifying Costs
  • Metrics, Benchmarks, and KPIs - A Primer

4. Operations Management

  • Service Delivery Methods
  • Telephony Infrastructure
  • Service Management Systems
  • Self-Healing Technologies
  • Selecting Your Technology

5. Developing Desktop Support Processes

  • Foundations of Desktop Support Processes
  • Service Level Management
  • SLAs, OLAs, SOPs, and UCs

6. Service Support Processes

  • Support and Restore
  • Control and Release
  • Service Delivery

7. Metrics and Quality Assurance

  • Evaluating Desktop Support Processes
  • Collecting, Analyzing, and Reviewing Data
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Continuous Improvement
  • Quality Assurance Tools and Methods

8. Managing Your Team

  • People Management
  • Workforce Management
  • Staffing and Sourcing
  • Recruitment and Retention
  • Performance Management
  • Professional Development
  • Coaching
  • Training

9. Promoting Desktop Support

  • Benefits of Marketing
  • Challenges of Marketing
  • How Desktop Support Plays a Marketing Role

How do I enroll?

A comprehensive listing of ExitCertified courses can be found here. You can register directly for the required course/location when you select "register". If you have any questions or prefer to speak with an ExitCertified education consultant directly, please submit your query here. A representative will contact you shortly.

How do I pay for a class?

You can pay at the time of registration using credit card (Mastercard/Visa/American Express) cheque or PO.

What if I have training credits?

ExitCertified honors all savings programs from the partners we work with. ExitCertified also offers training credits across multiple partners through our FLEX Account.

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.


Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

A must take course if you want to be an AWS cloud architect. It touches almost all the essential services in AWS

Very good class. Ken (the instructor) is very knowledgeable and has great industry experience as well

Company offers excellent training course options, that helps with your career advancement.

The AWS Solution Architect Associate class is well organized. The instructor was professional and knowledgable. I would recommend this to co-workers as well as friends.

One of the best organized and thoughtful learning sessions I've attended, thank you!

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