Comprehensive IT Service Desk Self Assessment Checklist Training
Welcome to the Comprehensive IT Service Desk Self Assessment Checklist Training course, where you will gain the knowledge and skills necessary to effectively implement and maintain a world-class IT Service Desk. Upon completion of this course, participants will receive a certificate issued by The Art of Service.Course Overview This comprehensive course is designed to provide IT professionals with a thorough understanding of IT Service Desk best practices, frameworks, and standards. The course is divided into 8 modules, covering over 80 topics, and is designed to be interactive, engaging, and practical.
Course Outline Module 1: IT Service Desk Fundamentals
- Introduction to IT Service Desk
- IT Service Desk roles and responsibilities
- IT Service Desk processes and functions
- IT Service Desk metrics and KPIs
- Best practices for IT Service Desk implementation
Module 2: ITIL Foundation
- Introduction to ITIL
- ITIL Service Management
- ITIL Service Desk processes
- ITIL Incident Management
- ITIL Problem Management
- ITIL Change Management
Module 3: IT Service Desk Processes
- Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- Service Desk processes and procedures
Module 4: IT Service Desk Technology
- IT Service Desk software
- IT Service Management tools
- IT Service Desk automation
- IT Service Desk integration
- IT Service Desk reporting and analytics
Module 5: IT Service Desk Performance Metrics
- IT Service Desk metrics and KPIs
- First Call Resolution (FCR)
- Mean Time to Resolve (MTTR)
- Customer Satisfaction (CSAT)
- IT Service Desk benchmarking
Module 6: IT Service Desk Best Practices
- IT Service Desk best practices
- IT Service Desk frameworks and standards
- IT Service Desk maturity models
- IT Service Desk continuous improvement
- IT Service Desk communication and collaboration
Module 7: IT Service Desk Implementation
- IT Service Desk implementation planning
- IT Service Desk process design
- IT Service Desk technology selection
- IT Service Desk implementation and deployment
- IT Service Desk post-implementation review
Module 8: IT Service Desk Continuous Improvement
- IT Service Desk continuous improvement
- IT Service Desk process optimization
- IT Service Desk technology upgrades
- IT Service Desk staff training and development
- IT Service Desk customer satisfaction improvement
Course Features - Interactive and engaging course content
- Comprehensive and up-to-date coverage of IT Service Desk best practices
- Personalized learning experience
- Practical and real-world applications
- High-quality content and expert instructors
- Certification upon completion
- Flexible learning options
- User-friendly and mobile-accessible course platform
- Community-driven discussion forums
- Actionable insights and hands-on projects
- Bite-sized lessons and lifetime access to course materials
- Gamification and progress tracking to enhance learning experience
Join this comprehensive course to gain the knowledge and skills necessary to effectively implement and maintain a world-class IT Service Desk. Upon completion, participants will receive a certificate issued by The Art of Service.,
Module 1: IT Service Desk Fundamentals
- Introduction to IT Service Desk
- IT Service Desk roles and responsibilities
- IT Service Desk processes and functions
- IT Service Desk metrics and KPIs
- Best practices for IT Service Desk implementation
Module 2: ITIL Foundation
- Introduction to ITIL
- ITIL Service Management
- ITIL Service Desk processes
- ITIL Incident Management
- ITIL Problem Management
- ITIL Change Management
Module 3: IT Service Desk Processes
- Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- Service Desk processes and procedures
Module 4: IT Service Desk Technology
- IT Service Desk software
- IT Service Management tools
- IT Service Desk automation
- IT Service Desk integration
- IT Service Desk reporting and analytics
Module 5: IT Service Desk Performance Metrics
- IT Service Desk metrics and KPIs
- First Call Resolution (FCR)
- Mean Time to Resolve (MTTR)
- Customer Satisfaction (CSAT)
- IT Service Desk benchmarking
Module 6: IT Service Desk Best Practices
- IT Service Desk best practices
- IT Service Desk frameworks and standards
- IT Service Desk maturity models
- IT Service Desk continuous improvement
- IT Service Desk communication and collaboration
Module 7: IT Service Desk Implementation
- IT Service Desk implementation planning
- IT Service Desk process design
- IT Service Desk technology selection
- IT Service Desk implementation and deployment
- IT Service Desk post-implementation review
Module 8: IT Service Desk Continuous Improvement
- IT Service Desk continuous improvement
- IT Service Desk process optimization
- IT Service Desk technology upgrades
- IT Service Desk staff training and development
- IT Service Desk customer satisfaction improvement