$150.00
The Service Desk Certified Expert (SDCE) certification is designed to equip professionals with the skills necessary to manage and optimize IT service desks effectively. This certification covers a structured approach to incident and problem management, advanced technological tools, customer service improvement, and leadership in Service Desk teams. Participants will gain practical knowledge of best practices from day-to-day operations to continuous improvement, ensuring service delivery aligns with strategic organizational objectives.
Download the certification brochure in Spanish:
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Description
Service Desk Certified Expert validates your ability to manage IT Service Desk operations, covering incident and problem management, customer service and communication, self-service and user experience, change management and security, key tools such as ServiceNow and Jira, continuous improvement, and team leadership.
Main Subjects
- Service Desk Fundamentals
- Incident and Problem Management
- Customer Service and Communication
- User Experience and Self-service
- Change Management and Security
- Tools and Technologies (ServiceNow, Jira)
- Continuous Improvement and Metrics
- Leadership and Team Management
- Case Studies and Real-world Projects
Who is this certification for?
This certification is ideal for IT professionals managing or participating in Service Desk operations, Service Desk leaders and managers, IT consultants implementing Service Desk solutions, technical support engineers, and anyone interested in improving user experience in IT service delivery.
Prerequisites
There are no formal prerequisites for this certification. However, it is recommended that candidates have a basic understanding of IT service operations and service desk management tools.
Exam Details
- Exam Name: Service Desk Certified Expert (SDCE)
- Exam Format: Multiple-Choice questions
- Exam Delivery: Web-based (single browser), closed book, no outside assistance, timed
- Exam Duration: Once the exam begins, students have 60 minutes to complete the exam
- Number of Questions: 40
- Passing Score: 65%
- Available Languages: English/Spanish
