Course Overview
The Service Desk Manager v9 (SDM) certification, offered through SDI, is designed for professionals who want to step confidently into a leadership role within IT service and support. This globally recognized qualification equips you with the practical tools, frameworks, and management techniques needed to run a high-performing service desk — from building strong teams to driving continual improvement across your support operation.
Whether you’re already managing a service desk or preparing to move into a management position, this course gives you a well-rounded foundation in leadership, strategy, and operational excellence within IT Service Management.
Why Take This Course?
Industry-recognized certification— Demonstrate your ability to excel in IT service management and handle the critical responsibilities of the role.
Employers’ first choice — Stand out in a competitive job market and open doors to senior IT service management and support positions.
New career opportunities— Accelerate your career progression and increase your earning potential with a qualification valued across the industry.
What You’ll Learn
Roles and Responsibilities — The core skills and competencies required to be an effective Service Desk Manager.
Defining Strategic Requirements — The purpose, activities, and requirements of a successful service desk, the role of industry standards, and ethics within a service and support environment.
Teamwork and Communication — What makes high-performing teams tick, along with listening, information-gathering, and negotiation techniques to sharpen your communication as a leader.
Customer and Employee Experience — Proven approaches for improving customer satisfaction while keeping your staff engaged and reducing turnover.
Management of Resources — The benefits and challenges of common support delivery methods and technologies, workforce management, resource planning models, and self-service.
Continual Service Improvement— Established practices for managing, measuring, and improving service desk performance over time.
AI and Automation— The advantages and pitfalls of automation and AI in the service desk, including practical examples of rules-based AI and neural networks.
Management Information and Performance Results — How critical success factors (CSFs), key performance indicators (KPIs), and metrics relate to one another, plus a range of service desk metrics and how to judge their success.
IT Service Management — A deeper understanding of ITSM objectives, the distinctions between a practice, a process, and a procedure, and how ITIL 4 practices apply within the service desk environment.
Skills You’ll Gain
Service desk management skills— best practices for running an effective, efficient support operation
Leadership skills — building motivated, resilient, and high-performing teams
Service quality improvement techniques— proven methods to manage, measure, and continually improve service desk performance
Career Opportunities
Earning your Service Desk Manager v9 (SDM) certification can support a move into roles such as:
– IT Service Manager
– Service Delivery Manager
– Service Desk Manager
– Service Desk Team Leader
Exam Details
- Format – Multiple choice
- Questions – 80 questions
- Duration – 90 minutes
- Book Policy – Closed book
- Passing Score 65% minimum to pass
- 87% (70/80 questions) for Higher Mastery
- Language English
Enroll Today
Take the next step in your IT service management career. Gain the globally recognized Service Desk Manager v9 (SDM) certification and the leadership tools to run a high-performing support operation.
What is the difference between Service Desk Manager v8 and v9?
Service Desk Manager v9 builds on v8’s management foundations, giving greater attention to employee and customer experience, hybrid working, and responsible use of AI. Operational reliability remains essential, with stronger emphasis on how service desk leadership contributes to business results.
| Area | SDM v8 emphasis | SDM v9 emphasis |
|---|---|---|
| Service performance | Processes and service level targets | Greater attention to experience, XLAs and business outcomes |
| Technology | Tools supporting service delivery | Technology enabling better services and experiences |
| People management | Managing team resources | Developing people and recognising their contribution to value |
| Service improvement | Responding to performance issues | More proactive and predictive improvement |
| Business contribution | Delivering effective support | Strengthening the service desk’s strategic role |
These are changes in emphasis. V8 already covered leadership, business alignment and customer service; v9 develops these capabilities for today’s working environment.
Based on SDI’s official v8-to-v9 update and PeopleCert’s v8 qualification overview.
What is Service Desk Manager v9 certification?
Service Desk Manager v9 is a professional qualification aligned with the Service Desk Institute’s updated SDM Professional Standard. It develops capabilities for managing support operations, leading teams and improving service quality. The certification examination is delivered through PeopleCert.
Who should take this course?
The course is suitable for existing and aspiring service desk managers, supervisors and team leaders who want to develop their management capabilities. It is particularly relevant to professionals progressing from operational support into leadership.
Does SDM v9 cover AI and automation?
Yes. The syllabus explores the benefits and potential drawbacks of AI and automation, including examples of rules-based AI and neural networks. It helps managers assess their application within service desk operations.
Does v9 replace SLAs with experience measures?
V9 broadens performance measurement to include user experience and outcomes. Reliable processes and operational performance remain important alongside understanding how support affects the people using it.
What is the SDM v9 exam format?
The examination contains 80 multiple-choice questions, lasts 90 minutes and is closed book. The pass mark is 65%, equivalent to 52 correct answers. The examination is available in English.
I already hold SDM v8. Is learning about v9 still useful?
Yes. Studying the updated standard can help you refresh your approach to modern service desk leadership. SDI states that SDM certification is valid indefinitely and recommends refresher training to keep knowledge current.
How is the SDM v9 live online course delivered?
The course provides four days of instructor-led training in English through Zoom or Microsoft Teams. Small classes support interaction with the trainer throughout the sessions.
What is included in the SDMV9-L-2 package?
The package includes live instruction, accredited training materials, the SDM Professional Standard v9 PDF, two sample papers, online sample exam simulations and a course completion letter. It also includes the official PeopleCert examination with Take2 retake cover.
What does “two exam attempts” mean?
The package includes your initial examination attempt and a second opportunity through Take2 if you do not pass the first attempt. Applicable retake conditions and deadlines apply.
How long is the exam voucher valid?
The official PeopleCert online exam voucher is valid for 12 months. Check your issued voucher for its specific expiry date.
Can our organisation arrange a private course?
Yes. Private corporate training is available for groups of seven or more employees, delivered live online or in person. Contact 1 World Training to discuss dates, times and delivery requirements.
Which course format should I choose?
Choose live online training if you prefer scheduled classes and direct trainer interaction. Choose self-paced e-learning if you prefer recorded lessons and flexibility over when you study.
