Personally designed (content + graphics design), officially accredited SDI (Service Desk Institute) SDF (Service Desk Foundation) 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 Foundation Standards.

2. Start and finish Course style
LunchCoffee and breaks
M00 - Course introduction 2/9 | 2/214

3.  On completion of this course you will
be able to:
 Recall the three key concepts on which
the customer service and support
specialist standards are based
 Describe the role and responsibilities
of the customer service and support
specialist
 Describe the service desk environment
and the benefits of using best practices
 Recognise the role of support in today's
business environment
M00 - Course introduction 3/9 | 3/214

4.  Recognise the skills and competencies
required for success:
 Service commitments, ethics and attitude
 Appreciate the value of teamwork
 Build effective business relationships
 Use basic communication skills –
verbal and non-verbal, listening,
writing and questioning
 Use techniques for: developing rapport, effective
negotiation and conflict resolution, and stress and
time management
 Demonstrate your call management skills
and use techniques for dealing with difficult
people
M00 - Course introduction 4/9 | 4/214

5.  Recall the requirements for using social
media tools effectively to deliver support
 Describe the role of the service desk
in the core IT service management
processes
 Recognise the value and importance of
SLAs, OLAs and underpinning contracts
 Describe the value and importance of
quality assurance practices
 Recall the value of metrics
 Take the Service Desk Foundation exam
M00 - Course introduction 5/9 | 5/214

6.  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
M00 - Course introduction 6/9 | 6/214

7.  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 Foundation 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
M00 - Course introduction 7/9 | 7/214

8. 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
M00 - Course introduction 8/9 | 8/214

9. 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 …
M00 - Course introduction 9/9 | 9/214

11. 1. Roles and Responsibilities
2. Relationship Management
3. Communication Skills for the Support Specialist
4. Conflict Management Without Tears
5. Developing a Professional Customer Service Attitude
6. Processes and Procedures for the Support Specialist
7. Introduction to Effective Process Management
8. Quality Assurance and Service Desk Metrics
M01 - Roles and Responsibilities 2/27 | 11/214

12. 1. Examine the role and responsibilities of customer service
and support specialist and the service desk
2. Discuss the responsibilities of the customer
3. Review the evolution of IT support
4. Review support industry best practices and the
importance of adhering to company policies
5. Examine the reasons for honouring
service commitments and displaying
a service attitude
M01 - Roles and Responsibilities 3/27 | 12/214

13.  To represent the service desk in a professional manner
 To consistently deliver quality customer service
M01 - Roles and Responsibilities 4/27 | 13/214

14.  Maintain and enhance customer satisfaction throughout the life-cycle
of all service desk interactions in a respectful, courteous and positive
manner.
Perception equals REALITY
M01 - Roles and Responsibilities 5/27 | 14/214

15.  Treat customers in a respectful, courteous and positive manner
 Interact with customers through phone, fax, email, Instant Messaging
(IM) and chat
 Screen and document calls
 Schedule appointments for engineers and analysts
 Close calls
 Manage customer expectations
 Resolve (or assisting in the resolution of) customer incidents and
service requests
 Take ownership (as appropriate) of customer interactions
 Recognise potential selling and marketing opportunities and know
what do to with them
 Stay informed about the industry
M01 - Roles and Responsibilities 6/27 | 15/214

16. To serve as a single point of contact (SPOC)
M01 - Roles and Responsibilities 7/27 | 16/214

17.  Develop and implement service desk goals that align with the
organisation’s business objectives
M01 - Roles and Responsibilities 8/27 | 17/214

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
M01 - Roles and Responsibilities 9/27 | 18/214

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
M01 - Roles and Responsibilities 10/27 | 19/214

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
M01 - Roles and Responsibilities 11/27 | 20/214

21.  Paper-based call logging
 Automated call logging and
tracking
 Phone based (voice and fax)
 Internet and Web-based
 Instant Messaging (IM) and chat
 Customer Relationship
Management (CRM)
 Universal queue and universal
agent
 E-mail
 Customer self-service/self-help
 Remote support
 Social media
Standard 1.2.4
M01 - Roles and Responsibilities 12/27 | 21/214

22.  SDI best practices (and related best practices):
 ITIL® Framework
 BiSL® Framework
 ISO/IEC 20000
 ISO 9000 (series)
 ISO/IEC 27000 (series)
 ISO/EIS 27001, ISO/EIC 27002, ISO/EIC 27003, ISO/EIC 27004, ISO/EIC 27005
M01 - Roles and Responsibilities 13/27 | 22/214

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.
 The importance of adhering to them
 Supports consistent behaviour
 Provides a framework for the analyst to work within
 Provides a framework for consistent service
M01 - Roles and Responsibilities 14/27 | 23/214

24.  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
M01 - Roles and Responsibilities 15/27 | 24/214

25. csuktv.com
M01 - Roles and Responsibilities 16/27 | 25/214

26.  Consistent service means
 All customers receive the same quality of
service
 Priority levels consistently assigned in
accordance with the SLA
 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 Commitments and Ethics Quality of service
M01 - Roles and Responsibilities 17/27 | 26/214

27.  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
M01 - Roles and Responsibilities 18/27 | 27/214

28.  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
M01 - Roles and Responsibilities 19/27 | 28/214

29.  Establishes credibility for individual analysts, the team and the
organisation
 Increases customer satisfaction
 Improves employee morale
M01 - Roles and Responsibilities 20/27 | 29/214

30.  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
M01 - Roles and Responsibilities 21/27 | 30/214

31.  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
 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
Characteristics Impact
M01 - Roles and Responsibilities 22/27 | 31/214

32.  Greet every customer in the same way
 Listen and convey empathy
 Exceed expectations and realise they may change
 Develop measurable processes and procedures
 Encourage excellent customer service in others
 Honour commitments
Standard 1.6.3
M01 - Roles and Responsibilities 23/27 | 32/214

33.  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.
M01 - Roles and Responsibilities 24/27 | 33/214

34.  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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35. M01 - Roles and Responsibilities 26/27 | 35/214

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