SDI SD0-302 : Service Desk Manager Exam

Number of questions: 233
Last Update: Jul 18, 15
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SDI SD0-302 Exam Description and Topics

The SDI SD0-302 Service Desk Manager exam that is required for the SDM certification. It is intended for IT professionals with 3-5 years of experience within the service desk job environment and will test knowledge of service desk management tools and processes and the ability to manage a service desk team.

To register for the SDI SD0-302 exam, visit the SDI website ( Candidates can also go there to view information regarding the SDM training course. The four-day course is intended to provide understanding of service desk management and will teach specific information found on the exam. A course overview and additional test/course/registration information can be found online.

On the SDI SD0-302 exam, participants must be able to develop a strategic support operation using essential management skills, strategies, and techniques (which includes financial management, project management, and IT service integration). Participants should also be knowledgeable of the tools/techniques available for maximizing management efficiency; the ability to integrate and promote the service desk and perform quality assurance activities, such as monitoring and resource management, will be tested.

An additional sector of the job involves leadership and team management. Participants must demonstrate the ability to lead and motivate a team, improve the work environment, implement effective leadership techniques, and establish employee and customer satisfaction programs.