Personally designed (content + graphics design), officially accredited SDI (Service Desk Institute) SDA (Service Desk Analyst) courseware. Trademarks are properties of the holders, who are not affiliated with courseware author.

1. Course accredited by APMG International, in alignment with
SDI Service Desk and Support Analyst Standards.

2. Start and finish Course style
LunchCoffee and breaks
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3.  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
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4.  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
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5. M00 - Course introduction
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
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6.  Exam
 Paper based and closed book exam
 Only pencil and eraser are allowed
 Simple multiple (ABCD) choice exam
 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
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7. 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
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8. twitter.com/mirodabrowski
linkedin.com/in/miroslawdabrowski
google.com/+miroslawdabrowski
miroslaw_dabrowski
www.miroslawdabrowski.com
Mirosław Dąbrowski
Agile Coach, Trainer, Consultant
(former JEE/PHP developer, UX/UI designer, BA/SA)
Creator Writer / Translator Trainer / Coach
• Creator of 50+ mind maps from PPM and related
topics (2mln views): miroslawdabrowski.com
• Lead author of more than 50+ accredited materials
from PRINCE2, PRINCE2 Agile, MSP, MoP, P3O, ITIL,
M_o_R, MoV, PMP, Scrum, AgilePM, DSDM, CISSP,
CISA, CISM, CRISC, CGEIT, TOGAF, COBIT5 etc.
• Creator of 50+ interactive mind maps from PPM
topics: mindmeister.com/users/channel/2757050
• Product Owner of biggest Polish project
management portal: 4PM: 4pm.pl (15.000+ views
each month)
• Editorial Board Member of Official PMI Poland
Chapter magazine: “Strefa PMI”: strefapmi.pl
• Official PRINCE2 Agile, AgilePM, ASL2, BiSL methods
translator for Polish language
• English speaking, international, independent
trainer and coach from multiple domains.
• Master Lead Trainer
• 11+ years in training and coaching / 15.000+ hours
• 100+ certifications
• 5000+ people trained and coached
• 25+ trainers trained and coached
linkedin.com/in/miroslawdabrowski
Agile Coach / Scrum Master PM / IT architect Notable clients
• 8+ years of experience with Agile projects as a
Scrum Master, Product Owner and Agile Coach
• Coached 25+ teams from Agile and Scrum
• Agile Coach coaching C-level executives
• Scrum Master facilitating multiple teams
experienced with UX/UI + Dev teams
• Experience multiple Agile methods
• Author of AgilePM/DSDM Project Health Check
Questionnaire (PHCQ) audit tool
• Dozens of mobile and ecommerce projects
• IT architect experienced in IT projects with budget
above 10mln PLN and timeline of 3+ years
• Experienced with (“traditional”) projects under high
security, audit and compliance requirements based
on ISO/EIC 27001
• 25+ web portal design and development and
mobile application projects with iterative,
incremental and adaptive approach
ABB, AGH, Aiton Caldwell, Asseco, Capgemini, Deutsche Bank,
Descom, Ericsson, Ericpol, Euler Hermes, General Electric,
Glencore, HP Global Business Center, Ideo, Infovide-Matrix,
Interia, Kemira, Lufthansa Systems, Media-Satrun Group,
Ministry of Defense (Poland), Ministry of Justice (Poland),
Nokia Siemens Networks, Oracle, Orange, Polish Air Force,
Proama, Roche, Sabre Holdings, Samsung Electronics, Sescom,
Scania, Sopra Steria, Sun Microsystems, Tauron Polish Energy,
Tieto, University of Wroclaw, UBS Service Centre, Volvo IT…
miroslawdabrowski.com/about-me/clients-and-references/
Accreditations/certifications (selected): CISA, CISM, CRISC, CASP, Security+, Project+, Network+, Server+, Approved
Trainer: (MoP, MSP, PRINCE2, PRINCE2 Agile, M_o_R, MoV, P3O, ITIL Expert, RESILIA), ASL2, BiSL, Change Management,
Facilitation, Managing Benefits, COBIT5, TOGAF 8/9L2, OBASHI, CAPM, PSM I, SDC, SMC, ESMC, SPOC, AEC, DSDM Atern,
DSDM Agile Professional, DSDM Agile Trainer-Coach, AgilePM, OCUP Advanced, SCWCD, SCBCD, SCDJWS, SCMAD, ZCE 5.0,
ZCE 5.3, MCT, MCP, MCITP, MCSE-S, MCSA-S, MCS, MCSA, ISTQB, IQBBA, REQB, CIW Web Design / Web Development /
Web Security Professional, Playing Lean Facilitator, DISC D3 Consultant, SDI Facilitator, Certified Trainer Apollo 13 ITSM
Simulation …
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10. 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
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11. 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
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12. To represent the service desk in a professional manner
To consistently deliver quality customer service
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13. 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
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14. Manage customer expectations
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
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15. Attend courses, seminars and industry events
Subscribe to industry related publications
Join and participate in industry related groups
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16. To serve as a single point of contact (SPOC)
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17. Develop and implement service desk goals that align with
the organisation’s business objectives
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18. Manage customer expectations
 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
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19. 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
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20. 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
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21. 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
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22. 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
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23. 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.
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24. Supports consistent behaviour
Provides a framework for the analyst to work within
Provides a framework for consistent service
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25. 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
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26. 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
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27. M01 - Roles and Responsibilities 19/34 | 27/281

28. Consistent service means:
 All customers receive the same quality of service
 Priority levels consistently assigned in accordance with the SLA
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29. 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
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30. 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
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31. Establishes credibility for individual analysts, the team and
the organisation
Increases customer satisfaction
Improves employee morale
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32. 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
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33.  Attribute:
 quality, trait or characteristic
 Knowledge:
 awareness or possession of
information
 Skill:
 the ability to do something well
Skills
Knowledge
Attributes
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34. 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
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35. 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
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36.  Listen
 Convey empathy
 Realise needs and
expectations change
 Develop measurable
processes and procedures
 Encourage excellent
customer service in others
 Honour commitments
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37. Support staff who excel in their jobs rarely do so because of
technical skills alone - they have the ability to deal with
people effectively.
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38. 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.
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39. 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.
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40. 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
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41. M01 - Roles and Responsibilities 33/34 | 41/281

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