Enterprise Service Desk Manager

Certified Enterprise Service Desk Manager

Buy in self-study


Validate the knowledge, skills and understanding to develop and deliver assistive technology and helpdesk strategies to support the organization’s strategic and business objectives. Likewise, design, contract and deliver the necessary processes and services for a Service Desk while being able to integrate with other functions, processes and standards to maximize IT efficiency and effectiveness. For all this, the candidate must demonstrate knowledge and understanding of the key leadership and management skills necessary to be a successful Service Desk Manager, which include financial and risk management skills.

Aimed at

Existing and aspiring service desk managers and supervisors who need to develop their understanding of service desk management practices and develop a management skill set. It is recommended that the candidate have at least five years of professional experience, directly related to the Service Desk, in profiles such as:

  • Service Desk leaders
  • Service Desk Supervisors
  • Service Desk Managers
  • Support Managers
  • Service Provision Managers
  • Customer Service Managers

Pre requirements

The candidate must have at least one of the following certifications:

  • ITIL Foundation certification (version 3 or higher) or have attended official training provided by a center recognized by PeopleCert.
  • Certified Service Management Professional (ISO20000) from Global Trust Association.

Main Subjects

Context of the Service Desk Management and its Integration with the Business

  • Definition of Service and Value.
  • The Business and other Stakeholders.
  • The Strategic Role of the Service Desk.
  • Integrating the Strategic Role of the Service Desk with the Business.

Interpersonal and Management Competencies

  • General Management Competencies.
  • Contextual Competencies.
  • Technical and Technological Competencies.

Service Desk Implementation

  • Pre-Operational Phase of Implementation.
  • Operational Phase of Implementation and Go-Live.

Service Desk Management

  • Processes for the Management of a Service Desk.
  • Operational Processes of a Service Desk.
  • Technical Processes of a Service Desk.

Additional Considerations for Service Desk Management

  • Service Performance Evaluation and Continual Improvement.
  • Closing and Transfer Scenarios.


Duration: 80 minutes Number of questions: 50 (Multiple Choice) Minimum passing score: 60% Open book: No Electronic equipment allowed: No Level: Advance Available languages: English, Spanish Pre Requirements: Yes Types of supervision available: Live Proctoring
Believe Proctoring ₂O Second chance (free of charge): Yes Minimum passing score ₂O Second chance: 70% Available in Self-study Yes

Take the challenge and get certified in self-study

If you are ready to take on the professional challenge of becoming certified through self-study, we are ready to help you.

The self-study kit includes:

This is a sample of the manual you will receive once you purchase the Self-Study Kit. Our manuals have an excellent level of quality, both in their design and content, which will make it easier for you to prepare for the certification exam.

You will have up to 90 days to prepare in self-study and confirm your data. Once you confirm your data, you will have up to 15 additional days to take your exam. No need to coordinate anything, all in an autonomous way. You will receive emails that will guide you through the whole process. It’s that simple!

Take the first step in your new professional challenge. Fill in the following form and send it to us. You will receive an email detailing the instructions to follow.

Take the first step in your
new professional challenge

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US$ 225.00

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Enterprise Service Desk Manager

Certified Enterprise Service Desk Manager

Buy in self-study
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