The course also looks at support methodologies and technologies and the tools utilized within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service
management processes and effective problem solving techniques that a Service Desk Analyst can utilize. It is based upon the standards and objectives for SDI's Service Desk Analyst qualification and ensures that delegates are provided with the knowledge, information
and tools to take the SDA exam.