Comprehensive Service Desk Self Assessment and Improvement Checklist Training
Take your service desk to the next level with our comprehensive training program. Upon completion, receive a certificate issued by The Art of Service.Course Overview This extensive and detailed training curriculum is designed to equip you with the knowledge and skills necessary to assess and improve your service desk. The course is organized into 8 chapters, covering over 80 topics.
Course Outline Chapter 1: Service Desk Fundamentals
- Introduction to Service Desk
- Service Desk Roles and Responsibilities
- Service Desk Processes and Procedures
- Service Desk Metrics and KPIs
- Best Practices for Service Desk
Chapter 2: Self Assessment and Improvement
- Self Assessment Methodologies
- Identifying Areas for Improvement
- Creating an Improvement Plan
- Implementing Changes and Monitoring Progress
- Continuous Improvement Techniques
Chapter 3: Service Desk Processes
- Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- Service Desk Process Integration
Chapter 4: Service Desk Technology
- Service Desk Software
- IT Service Management (ITSM) Tools
- Automation and Integration
- Reporting and Analytics
- Emerging Trends in Service Desk Technology
Chapter 5: Service Desk People and Skills
- Service Desk Staffing and Training
- Communication and Interpersonal Skills
- Customer Service and Satisfaction
- Team Management and Leadership
- Coaching and Development
Chapter 6: Service Desk Performance Metrics
- First Call Resolution (FCR)
- Mean Time To Resolve (MTTR)
- Customer Satisfaction (CSAT)
- Service Desk Utilization
- Benchmarking and Industry Standards
Chapter 7: Service Desk Improvement Strategies
- Lean and Six Sigma Methodologies
- Process Optimization and Streamlining
- Technology Enablement
- Outsourcing and Partnerships
- Innovation and Continuous Improvement
Chapter 8: Putting it all Together
- Creating a Comprehensive Improvement Plan
- Implementing and Sustaining Change
- Monitoring and Evaluating Progress
- Best Practices for Ongoing Improvement
- Case Studies and Group Discussions
Course Features - Interactive and Engaging: Learn through a combination of video lessons, quizzes, and hands-on projects
- Comprehensive and Up-to-date: Stay current with the latest industry trends and best practices
- Personalized Learning: Learn at your own pace and on your own schedule
- Practical and Real-world Applications: Apply your knowledge to real-world scenarios and case studies
- High-quality Content: Expertly crafted content by experienced instructors
- Certification: Receive a certificate upon completion issued by The Art of Service
- Flexible Learning: Access the course from anywhere, on any device
- User-friendly: Easy to navigate and intuitive course platform
- Mobile-accessible: Learn on-the-go with our mobile-friendly course platform
- Community-driven: Join a community of learners and experts for support and discussion
- Actionable Insights: Gain practical knowledge and skills to improve your service desk
- Hands-on Projects: Apply your knowledge to real-world projects and case studies
- Bite-sized Lessons: Learn in manageable chunks, with lessons ranging from 10-30 minutes
- Lifetime Access: Access the course for a lifetime, with ongoing updates and support
- Gamification: Engage with interactive elements, such as quizzes and challenges
- Progress Tracking: Monitor your progress and stay motivated
What to Expect Upon completing this comprehensive training program, you will have the knowledge and skills necessary to assess and improve your service desk. You will receive a certificate issued by The Art of Service, demonstrating your expertise and commitment to service desk excellence.,
Chapter 1: Service Desk Fundamentals
- Introduction to Service Desk
- Service Desk Roles and Responsibilities
- Service Desk Processes and Procedures
- Service Desk Metrics and KPIs
- Best Practices for Service Desk
Chapter 2: Self Assessment and Improvement
- Self Assessment Methodologies
- Identifying Areas for Improvement
- Creating an Improvement Plan
- Implementing Changes and Monitoring Progress
- Continuous Improvement Techniques
Chapter 3: Service Desk Processes
- Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- Service Desk Process Integration
Chapter 4: Service Desk Technology
- Service Desk Software
- IT Service Management (ITSM) Tools
- Automation and Integration
- Reporting and Analytics
- Emerging Trends in Service Desk Technology
Chapter 5: Service Desk People and Skills
- Service Desk Staffing and Training
- Communication and Interpersonal Skills
- Customer Service and Satisfaction
- Team Management and Leadership
- Coaching and Development
Chapter 6: Service Desk Performance Metrics
- First Call Resolution (FCR)
- Mean Time To Resolve (MTTR)
- Customer Satisfaction (CSAT)
- Service Desk Utilization
- Benchmarking and Industry Standards
Chapter 7: Service Desk Improvement Strategies
- Lean and Six Sigma Methodologies
- Process Optimization and Streamlining
- Technology Enablement
- Outsourcing and Partnerships
- Innovation and Continuous Improvement
Chapter 8: Putting it all Together
- Creating a Comprehensive Improvement Plan
- Implementing and Sustaining Change
- Monitoring and Evaluating Progress
- Best Practices for Ongoing Improvement
- Case Studies and Group Discussions