Service Desk Manager v9 (SDM) E-learning Self-paced Training Videos with Official PeopleCert Certification Exam 2 Attempts.

Service Desk Manager v9 (SDM)

Take the next step in your IT service management career with the SDI Service Desk Manager v9 (SDM) certification. Develop the leadership, management, and operational skills needed to build and manage a high-performing service desk.

Why Choose Service Desk Manager v9?

• Industry-recognized certification: Demonstrate your knowledge and ability to manage effective IT service and support operations.
• Career advancement: Strengthen your professional profile and prepare for leadership opportunities in IT service management and support.
• Develop leadership expertise: Build practical skills for managing teams, resources, service quality, performance, and continual improvement.

What Will You Learn?

• Roles and responsibilities: Develop the core skills and competencies required to become an effective Service Desk Manager.
• Defining strategic requirements: Understand service desk requirements, industry standards, strategic objectives, and ethical considerations within service and support environments.
• Teamwork and communication: Learn how to build high-performing teams, communicate effectively, listen actively, gather information, and negotiate successfully.
• Customer and employee experience: Explore practical approaches to improving customer satisfaction, employee engagement, and staff retention.
• Resource management: Understand workforce planning, resource management, support delivery methods, technology, and self-service.
• Continual Service Improvement: Learn how to monitor service desk performance, identify improvement opportunities, and drive continual service improvement.
• AI and automation: Explore the benefits, challenges, and practical applications of AI and automation within service desk operations.
• Management information and performance: Understand the relationship between CSFs, KPIs, and metrics, and learn how service desk performance can be measured effectively.
• IT Service Management: Strengthen your understanding of ITSM concepts, including practices, processes, procedures, and relevant ITIL 4 practices within the service desk environment.

What Skills Will You Acquire?

• Service Desk Management: Develop practical skills for managing an efficient and effective service desk operation.
• Leadership: Strengthen your ability to build motivated, resilient, and high-performing teams.
• Service Quality Improvement: Learn proven approaches to improving service quality, measuring performance, and driving continual improvement.

Career Opportunities

The certification can support roles such as:

• IT Service Manager
• Service Delivery Manager
• Service Desk Manager
• Service Desk Team Leader

Examination

• 80 questions
• Question type: Multiple choice
• Duration: 90 minutes
• Format: Closed book
• Pass mark: 65%
• Higher Mastery: 70 questions with an 87% pass requirement

What Is the Difference Between Service Desk Manager v8 and v9?

Service Desk Manager v9 builds on the management foundations of v8 while placing greater emphasis on customer and employee experience, hybrid working, and the responsible use of AI.

The certification continues to focus on operational reliability while providing greater attention to how service desk leadership, performance, and continual improvement contribute to wider business outcomes.

These are changes in emphasis rather than a complete change in direction. SDM v8 already covered leadership, business alignment, and customer service. SDM v9 builds on these capabilities to address the needs of today’s service desk environment.

Based on the SDI v8-to-v9 update and PeopleCert’s SDM v8 qualification information.

What is the Service Desk Manager v9 certification?

Service Desk Manager v9 (SDM) is a professional qualification aligned with the updated SDI Service Desk Manager Professional Standard. It develops skills for managing support operations, leading teams, improving service quality, and measuring service desk performance. The certification examination is delivered through PeopleCert.

Who should take this course?

The course is suitable for current and aspiring Service Desk Managers, supervisors, and team leaders who want to strengthen their management and leadership capabilities. It is particularly useful for professionals moving from operational IT support into service desk leadership roles.

Does SDM v9 cover AI and automation?

Yes. The syllabus examines the benefits, challenges, and potential risks of AI and automation in service desk operations. It also introduces examples such as rules-based AI and neural networks.

Does SDM v9 replace SLAs with experience measures?

No. SDM v9 broadens the approach to performance measurement by considering user experience and business outcomes alongside operational performance. Reliable processes, service levels, and operational efficiency remain important.

What is the SDM v9 exam format?

The examination consists of:

• 80 multiple-choice questions
• 90-minute duration
• Closed-book format
• 65% pass mark — 52 correct answers
• English language

I already hold SDM v8. Is studying SDM v9 still useful?

Yes. Studying the updated standard can help you refresh and develop your approach to modern service desk leadership. SDI states that the SDM certification is valid indefinitely and recommends refresher training to help professionals keep their knowledge current.

How does the SDM v9 self-paced course work?

The course uses recorded training videos, allowing you to study at your own pace and fit learning around your work and personal commitments. You receive 12 months of access to the e-learning videos, with mobile-friendly learning available.

What is included in the SDMV9-E-2 package?

The package includes:

• Recorded training videos
• PDF study materials
• 2 sample question booklets with answers and rationales
• 2 sample exam simulations
• 2 attempts at the official PeopleCert SDM v9 examination
• 12-month PeopleCert exam voucher validity
• Trainer support via email
• 24/7 website chat and email support

Can I ask a trainer questions?

Yes. Trainer support is available via email for course-related questions. Website chat and email support are also included.

How long does the course take?

The average estimated completion time is 3 days. Your actual study time may vary depending on your previous experience, learning pace, schedule, and revision requirements.

How long is the exam voucher valid?

The package includes an official PeopleCert exam voucher valid for 12 months. Check the expiry date provided with your voucher when planning your examination.

• Format: eLearning

• Exam: Exam included (2 attempts)