sdi-sda

An accredited
Service Desk Analyst

course
Course accredited by APMG International, in alignment with

SDI Service Desk and Support Analyst Standards. SDI series
course code: SDI-SDA
Course administration
Start and finish Course style
Coffee and breaks Lunch
M00 - Course introduction 2/8 | 2/281

Course outcomes (1/2)
 After completing this course you will be able to:
 Explain the four key concepts that describe the
required skills, competencies and knowledge
for the service desk and support analyst
 Summarise the role and responsibilities of
the service desk and support analyst and
demonstrate the attributes, skills and
knowledge required to fulfil the role effectively
 Recognise when to use those attributes, skills and
knowledge to deal effectively with a variety
of situations
 Explain how to better identify customers’ needs
 Recognise the benefits of teamwork
 Demonstrate the skills for handling difficult situations
 Recognise the need for effective and well thought out
processes and procedures
Course outcomes (2/2)
 Describe the key IT service management processes in the
areas where the service desk has clear responsibilities
 Recognise the importance and benefits of having
SLAs, OLAs and underpinning contracts in place
 Recognise the value and benefits
of customer satisfaction surveys
 Identify the value of, and need for,
metrics within the service desk environment
 Describe some of the available tools and
technologies for service desk staff and
customers to use
 Summarise how to effectively use
social media tools in the service desk
 Be prepared for taking the service desk and support
analyst examination

Introductions
 Let’s Get to Know Each Other

 Please share with the class:
 Your name and surname
 Your organization
 Your profession (title, function, job responsibilities)
 Your experience with service desk
 Your personal session expectations

Service Desk Analyst Certification
 Exam
 Paper based and closed book exam
 Only pencil and eraser are allowed
 Simple multiple (ABCD) choice exam Service Desk Analyst
 Only one answer is correct
 60 questions, pass mark is 45 (75%)
 1 hour exam
 No negative points, no “Tricky Questions”
 No pre-requisite for Analyst exam
 Sample, two (official) mock exams are
provided to you
Candidates completing an examination in a language that

is not their mother tongue, will receive additional time

About The Service Desk Institute
Mission
To enable organisations to enhance the value of business
and IT integration through exceptional IT service and
support by:
Setting global industry standards
Delivering thought-leadership and knowledge
Influencing service improvement for
individuals and organisations

About course author - Mirosław Dąbrowski
Mirosław Dąbrowski linkedin.com/in/miroslawdabrowski
google.com/+miroslawdabrowski
Agile Coach, Trainer, PM, BA twitter.com/mirodabrowski
(former JEE/PHP programmer and WebDesigner) miroslaw_dabrowski www.miroslawdabrowski.com
Creator Writer / Translator Trainer

• Creator of 50+ mind maps from PPM and related • Author of several articles and case studies for • International, English speaking IT/PPM trainer
topics (2mln views): miroslawdabrowski.com biggest Polish project management portal: 4PM: • Broad business knowledge about commercial
• Author of AgilePM/DSDM Project Health Check 4pm.pl (15.000+ views each month) education market and accreditation schemes
Questionnaire (PHCQ) audit tool • Editorial Board Member of Official PMI Poland • Over 100+ certifications
• Lead author of more than 35+ accredited materials Chapter magazine: “Strefa PMI”: strefapmi.pl • Over 2000+ people trained
from PRINCE2, PRINCE2 Agile, MSP, MoP, P3O, ITIL, • Official ASL2, AgilePM and BiSL methods translator • Over 15.000+ hrs training
M_o_R, MoV, PMP, Scrum, AgilePM, DSDM, CISSP, for Polish language • Over 25+ trainers trained and coached
CISA, CISM, CRISC, CGEIT, TOGAF, COBIT5 etc. linkedin.com/in/miroslawdabrowski
Agile Coach / Scrum Master PM / IT architect Notable clients

• Over 5+ years of experience with Agile projects as a • IT architect (InfoSec and JEE domains) experienced ABB, AGH, Aiton Caldwell, Asseco, Capgemini, Deutsche Bank,
Scrum Master and organizational Agile Coach in IT projects with budget above 10mln PLN and Descom, Ericsson, Ericpol, Euler Hermes, General Electric,
• Agile Change agent transforming organization timeline of 3+ years Glencore, HP Global Business Center, Ideo, Infovide-Matrix,
towards agility (projects and company culture) • Experienced with (“traditional”) projects under high Interia, Kemira, Lufthansa Systems, Ministry of Defense
(Poland), Ministry of Justice (Poland), Nokia Siemens
• Creating and tailoring Agile processes from scratch security, audit and compliance requirements based Networks, Oracle, Orange, Polish Air Force, Proama, Roche,
• Scrum Master facilitating multiple teams on ISO/EIC 27001 Sabre Holdings, Samsung Electronics, Sescom, Scania, Sopra
experienced with UX + Dev teams • 25+ web portal design and development and Steria, Sun Microsystems, Tauron Polish Energy, Tieto,
• Agile Coach coaching other Scrum Masters mobile application projects with iterative, University of Wroclaw, UBS Service Centre, Volvo IT…
• C-level (executive) coach from agile philosophy incremental and adaptive approach miroslawdabrowski.com/about-me/clients-and-references/
• Individual coach for personal development
Certifications (selected): CISA*, CISM*, CRISC*, CASP, Security+, Project+, Network+, Server+, MoP,
MSP, PRINCE2, PRINCE2 Agile, M_o_R, MoV, P3O, ITIL, ASL2, BiSL, COBIT5, TOGAF 8/9L2, OBASHI, CAPM,
PSM1, SDC, SMC, ESMC, SPOC, AEC, DSDM, AgilePM, OCUP Advanced, SCWCD, SCBCD, SCDJWS, SCMAD,
MCT, MCP, MCITP, MCSA, MCSE+S, MCS, MCSA, ISTQB, IQBBA, REQB, CIW Web Design / Web
Development / Web Security Professional, Certified Trainer Apollo 13 ITSM Simulation… (*passed exam)

1
Roles and Responsibilities
SDI series
Agenda
1. Roles and Responsibilities
2. Relationship Management
3. Effective Customer Communication Skills and Competencies
4. Problem Solving
5. Effective Rapport and Conflict Management Skills
6. Effective Process Management
7. IT Service Management Part 1
8. IT Service Management Part 2
9. Quality Management for the Service Desk
10. Service Desk Technologies
11. Tools and Technologies
M01 - Roles and Responsibilities 2/34 | 10/281

Lesson 1 Objectives
1. Examine the role and the responsibilities of a service desk

and support analyst
2. Examine the role and responsibilities of the service desk
3. Review the concepts of best practice within the support
industry
4. Discuss the importance of meeting commitments and
delivering service excellence
5. Examine the attributes, skills and
knowledge required of a successful analyst
6. Review the concepts of teamwork and
managing cultural differences
Service Desk and Support Analyst – the role
 To represent the service desk in a professional manner

 To consistently deliver quality customer service

Service Desk and Support Analyst - responsibilities (1/2)
 Maintain and enhance customer satisfaction throughout

the life-cycle of all service desk interactions in a respectful,
courteous and positive manner.
 Manage customer expectations
 Provide appropriate support
 Accurately document all interactions
 Maintain and share appropriate
product and services knowledge
 Ensure customers receive consistent
messages
 Perception equals REALITY

Service Desk and Support Analyst - responsibilities (2/2)

 Provide appropriate support
 Accurately document all interactions
 Maintain and share appropriate product and services
knowledge
 Ensure customers receive consistent messages
 Communicate effectively with stakeholders
 Adhere and contribute to the service desk’s processes and
procedures
 To be aware of appropriate societal and environmental
issues and responsibilities
 Maintain and enhance customer satisfaction
Personal Professional Development
 Attend courses, seminars and industry events

 Subscribe to industry related publications
 Join and participate in industry related groups

The Service Desk - role
 To serve as a single point of contact (SPOC)

The Service Desk - responsibilities (1/3)
 Develop and implement service desk goals that align with

the organisation’s business objectives


 Keeping the organisation and/or supported customer performing
at the highest level possible
 Provide the customer with a first contact resolution where
possible
 Providing fast, responsive and consistent quality service within
agreed service levels
 Manage compliments and complaints
 Balance support expenses to deliver optimum levels of
quality and cost effectiveness
 Provide a clear communication channel between customers
and the IT organization
 Follow the organisation’s policies, processes and

procedures
 Adhere to, police and support the organisation's security
policies/requirements
 Demonstrate the value and contribution of the service desk
to the organisation
 Contribute to knowledge creation and maintenance
 Develop and implement effective processes and procedures
 Identify service improvement initiatives
 Being aware of appropriate societal and environmental
issues and responsibilities relating to the service desk

The Service Desk - expects its customers to …
 Understand and comply with the contents of the service

level agreement
 Contact the service desk about all IT interactions and
requirements using the appropriate and agreed channels
 Provide analysts / specialists with the information required
to resolve incidents and service requests
 Provide feedback

The Service Desk - the role of management
 Develop and manage the service desk team to operate

professionally on a daily basis
 Ensure SLAs and service expectations are met
 Deliver consistent levels of service quality
 Oversee recruitment and encourage staff development
 Promote the service desk across the IT organisation and
ensure that it is integrated into all relevant processes and
activities
 Manage expectations of the service

The Service Desk - best practice
 SDI best practices:

 ITIL® - IT Service Management Best Practices
 BiSL® Framework
 ISO/IEC 20000
 ISO 9000 (series)
 ISO/IEC 27000 (series)
 ISO/EIC 27001 - , ISO/EIC 27005

The Organisation’s Policies
 All organisations have standards of professionalism and

behaviour that they expect all employees to adhere to.
 These policies are very important because they clearly set
out the expectations and requirements of the organisation.

The Organisation’s Policies - the importance of adhering to them
 Supports consistent behaviour

 Provides a framework for the analyst to work within
 Provides a framework for consistent service

The Organisation’s Policies - the objectives
 The key objectives are to:

 Provide clear definitions of the boundaries to work within
 Provide a code of conduct
 Define procedures for dealing with inappropriate behaviour

Local and International Legislation - importance of compliance
 Deliver service and support within corporate and legal

parameters
 Protect the organisation from litigation
 Deliver good employee relations
 Provide a safe working environment
 Protect data

You only ever have one chance to make a good first impression
csuktv.com
Service Commitments and Ethics
 Consistent service means:

 All customers receive the same quality of service
 Priority levels consistently assigned in accordance with the SLA

Service Commitments and Ethics - following best practice
 Improves quality of the support service

 Ensures analysts provide consistent service
 Contributes to improved efficiencies and productivity
 Provides an effective way of working with 2nd level support
and external suppliers
 Increases customer satisfaction
 Establishes credibility for analysts
and the service desk

Service Commitments and Ethics - personal accountability
 Being responsible for:

 Taking ownership of customer interactions and following them up
in a timely manner
 Admitting to errors
 Showing willingness to learn from mistakes and improve
 Adhering to work schedules
 Behaving and dressing appropriately in accordance with the
organisation’s policy

Service Commitments and Ethics - honouring commitments
 Establishes credibility for individual analysts, the team and

the organisation
 Increases customer satisfaction
 Improves employee morale

Protect and Enhance the Service Desk’s Image
 Keep customers advised of the steps being taken to resolve

their issue
 Give customers accurate information without blaming
others
 Focus customer interactions on the resolution
 Demonstrate professionalism and promote positive results
 Be aware of personal conduct outside the service desk and
the work environment

Attributes, Skills and Knowledge
 Attribute:
 quality, trait or characteristic
 Knowledge:
 awareness or possession of
information Skills Attributes
 Skill:
 the ability to do something well
Knowledge

A Good Service Attitude - the characteristics
 Takes ownership and sees through to conclusion

 Has a sincere willingness to help
 Maintains a positive attitude
 Shows respect and courtesy
 Is focussed and attentive
 Focusses on business needs while providing the best
possible service to customers

A Good Service Attitude - the impact
 There are many rewards to be gained when we work

towards improving our service focus:
 It sets the customer's expectations
 It creates a positive impression
 It helps to gain the customer’s confidence and trust
 It builds rapport
 Good attitudes are contagious
 It enhances future contacts with the customer
 It increases customer satisfaction

Delivering Service Excellence - the characteristics required
 Listen
 Convey empathy
 Realise needs and
expectations change
 Develop measurable
processes and procedures
 Encourage excellent
customer service in others
 Honour commitments

Quality of service
 Support staff who excel in their jobs rarely do so because of

technical skills alone - they have the ability to deal with
people effectively.

Service Expectations
 It is generally accepted that it costs between 5-10 times

more to acquire a new customer than it costs to retain an
existing one.

Dissatisfied Customers
 On average:
 A dissatisfied customer will tell 9 or 10 other people and about
13% will tell more than 20 other people.
 For every complaint received there are at least 24 not registered -
6 of which are serious.

The Supportive Workplace
 Today’s supportive workplace has:

 Rapport among team members
 Empowerment from management
 A willingness for team members to help each other
 Responsible and trustwortthy team members

Q&A

A personal favour… 
I hope you enjoyed this presentation.

Please like, share and leave a comment
below. Endorsements on LinkedIn are also
highly appreciated! 
(your feedback = my motivation = more free stuff)
www.miroslawdabrowski.com

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An accredited

Service Desk Analyst

Course accredited by APMG International, in alignment with

Start and finish Course style

Coffee and breaks Lunch

M00 - Course introduction 2/8 | 2/281

M00 - Course introduction 4/8 | 4/281

 Let’s Get to Know Each Other

M00 - Course introduction 5/8 | 5/281

Candidates completing an examination in a language that

M00 - Course introduction 6/8 | 6/281

M00 - Course introduction 7/8 | 7/281

Creator Writer / Translator Trainer

Agile Coach / Scrum Master PM / IT architect Notable clients

M00 - Course introduction 8/8 | 8/281

M01 - Roles and Responsibilities 2/34 | 10/281

1. Examine the role and the responsibilities of a service desk

 To represent the service desk in a professional manner

M01 - Roles and Responsibilities 4/34 | 12/281

 Maintain and enhance customer satisfaction throughout

M01 - Roles and Responsibilities 5/34 | 13/281

 Manage customer expectations

 Attend courses, seminars and industry events

M01 - Roles and Responsibilities 7/34 | 15/281

 To serve as a single point of contact (SPOC)

M01 - Roles and Responsibilities 8/34 | 16/281

 Develop and implement service desk goals that align with

M01 - Roles and Responsibilities 9/34 | 17/281

 Manage customer expectations

 Follow the organisation’s policies, processes and

M01 - Roles and Responsibilities 11/34 | 19/281

 Understand and comply with the contents of the service

M01 - Roles and Responsibilities 12/34 | 20/281

 Develop and manage the service desk team to operate

M01 - Roles and Responsibilities 13/34 | 21/281

 SDI best practices:

M01 - Roles and Responsibilities 14/34 | 22/281

 All organisations have standards of professionalism and

M01 - Roles and Responsibilities 15/34 | 23/281

 Supports consistent behaviour

M01 - Roles and Responsibilities 16/34 | 24/281

 The key objectives are to:

M01 - Roles and Responsibilities 17/34 | 25/281

 Deliver service and support within corporate and legal

M01 - Roles and Responsibilities 18/34 | 26/281

 Consistent service means:

M01 - Roles and Responsibilities 20/34 | 28/281

 Improves quality of the support service

M01 - Roles and Responsibilities 21/34 | 29/281

 Being responsible for:

M01 - Roles and Responsibilities 22/34 | 30/281

 Establishes credibility for individual analysts, the team and

M01 - Roles and Responsibilities 23/34 | 31/281

 Keep customers advised of the steps being taken to resolve

M01 - Roles and Responsibilities 24/34 | 32/281

M01 - Roles and Responsibilities 25/34 | 33/281

 Takes ownership and sees through to conclusion

M01 - Roles and Responsibilities 26/34 | 34/281

 There are many rewards to be gained when we work

M01 - Roles and Responsibilities 27/34 | 35/281

M01 - Roles and Responsibilities 28/34 | 36/281

 Support staff who excel in their jobs rarely do so because of

M01 - Roles and Responsibilities 29/34 | 37/281

 It is generally accepted that it costs between 5-10 times