Objectives

The primary objective of this tender is to appoint an accredited service provider to deliver Service Desk Manager training and certification to Breede Valley Municipality employees. The training aims to ensure delegates gain a comprehensive understanding of modern IT Service Desk Management practices, including best practices, staff coaching, performance metrics, and operational workflows.

Scope

The scope includes:

• Provision of Service Desk Manager certification training for one delegate.
• Training duration of 3 days plus 1 day for exam preparation.
• Delivery of training online via a suitable platform.
• Provision of official certification exams and certificates upon completion.
• Submission of training proposals, close-out reports, and adherence to technical requirements.

Technical Requirements

The technical specifications mandate:

• Proof of accreditation as an official Accredited Training Organization for Service Desk Manager.
• Accredited trainers for Service Desk Manager, with proof of trainer accreditation.
• Training to be conducted online, with the examination written at a designated centre (not online).
• Provision of a detailed course outline demonstrating how training outcomes will be achieved.
• Submission of training proposals, official exams, certificates, and close-out reports.
• Compliance with performance measurement and penalties related to delivery timelines and certification issuance.

Skills Requirements

The successful service provider must demonstrate:

• Valid accreditation and registration as an Authorized Training Partner for Service Desk Manager.
• Qualified trainers with proven experience and accreditation in Service Desk Management training.
• Capability to deliver training online effectively, including technical infrastructure and support.
• Ability to prepare and deliver comprehensive training content aligned with Service Desk best practices.
• Experience in administering certification exams and issuing official certificates.
• Capacity to provide detailed training proposals, close-out reports, and meet performance and quality standards.