Certified Associate in Service Desk (CASD)

Course Overview/Definition

Service Desk certification provides the knowledge for customer representative to support director. The certifications are designed to build and advance the competencies of support professionals, providing assets to their organization.

Certified Associate in Service Desk (CASD) is the foundation level certification for help desk which provides the basic understanding of help Desk role.

Exam Format

  • Multiple Choices
  • 40 questions per paper
  • Time duration: 60 minutes
  • Closed book


There is no pre-requisite

Target Audience

This certification is suitable for professionals working in the areas of

  • Service desk Executive
  • Service desk engineer
  • Service desk support executive
  • Service desk analyst
  • IT Service desk manager

Course Outline

  • Chapter 1: Introduction to Help Desk
  • Chapter 2: Roles and Responsibilities
  • Chapter 3: Knowledge Management
  • Chapter 4: Incident Management
  • Chapter 5: Problem Management
  • Chapter 6: Change Management
  • Chapter 7: Customer Relationship Management
  • Chapter 8: Quality and Evaluation
  • Chapter 9: Continuous Improvement