What you'll learn :
Develop procedures for Incident resolving
Develop models for specific types of Incidents and Service Requests
Define the Service Request fulfillment procedures
Implement Problem Analysis tools
Establish Problem solving procedures
Manage Event management process
Develop an appropriate Service Desk structure
Define requirements for Service Desk Information system
Junior experience at a Help desk/Service desk or other IT junior positions
Basic knowledge in IT management
The course material is based on the ITSM best practices, MOF(r), and also my on 15 years experience as an ITSM consultant.
In this course You learn a lot of tips & tricks to make Service Desk performance better.
You learn Incident and Request classification, specific features of performing major Incident resolving. You learn and practice on creating Incident and Request models for certain types of user calls.
While Monitoring/Event management studies You learn the best practices of building-in monitoring tools in an IT service, types of events, and management of them.
Problem management is mostly an expert area. At the course students learn and practice best practices of expert analysis such as mind maps, Kepner Tregoe analysis, Five Whys, and others.
Students will carefully examine different types of Service desk, and best practices of their implementation based on a company and its IT department characteristics. You learn how define 5×8, 24×7 and other work regimes, and develop a Service desk structure.
You learn and try the MoSCoW prioritizing matrix to define requirements for a Service desk and supporting software systems.
During the course You practice in assignments, which are supported by the ITIL Expert trainer.
And after you learn all the previous items you become better prepared for professional ITSM intermediate level certifications.
Who this course is for :
Service Desk/Help desk specialists
Service/Help desk managers
Business unit managers which closely collaborate with IT department
Course Size Details :
2.5 hours on-demand video
12 downloadable resources
Full lifetime access
Access on mobile and TV
Certificate of completion
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