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Mastering IT Service Desk Management; From Ticketing to Resolution

Mastering IT Service Desk Management; From Ticketing to Resolution

$199.00
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Mastering IT Service Desk Management: From Ticketing to Resolution



Course Overview

This comprehensive course is designed to equip IT professionals with the skills and knowledge needed to effectively manage IT service desks, from ticketing to resolution. Participants will learn the best practices and industry standards for delivering high-quality IT services, and will receive a certificate upon completion issued by The Art of Service.



Course Features

  • Interactive and engaging learning experience
  • Comprehensive and up-to-date content
  • Personalized learning approach
  • Practical and real-world applications
  • High-quality content developed by expert instructors
  • Certificate issued by The Art of Service upon completion
  • Flexible learning options, including mobile accessibility
  • User-friendly interface and navigation
  • Community-driven learning environment
  • Actionable insights and hands-on projects
  • Bite-sized lessons and lifetime access
  • Gamification and progress tracking features


Course Outline

Module 1: Introduction to IT Service Desk Management

  • Defining IT service desk management
  • Understanding the role of the IT service desk
  • Overview of IT service desk management best practices
  • Industry standards and frameworks (ITIL, ISO/IEC 20000)

Module 2: IT Service Desk Fundamentals

  • Service desk models (centralized, decentralized, virtual)
  • Service desk processes (incident, problem, change management)
  • Service desk metrics and performance indicators
  • Service desk tools and technologies

Module 3: Ticketing and Incident Management

  • Understanding the incident management process
  • Defining incident management roles and responsibilities
  • Creating effective incident management workflows
  • Implementing incident management best practices

Module 4: Problem Management

  • Understanding the problem management process
  • Defining problem management roles and responsibilities
  • Creating effective problem management workflows
  • Implementing problem management best practices

Module 5: Change Management

  • Understanding the change management process
  • Defining change management roles and responsibilities
  • Creating effective change management workflows
  • Implementing change management best practices

Module 6: Service Level Management

  • Understanding service level management
  • Defining service level agreements (SLAs)
  • Creating effective service level management workflows
  • Implementing service level management best practices

Module 7: IT Service Desk Metrics and Reporting

  • Defining IT service desk metrics and key performance indicators (KPIs)
  • Creating effective IT service desk reports and dashboards
  • Analyzing and interpreting IT service desk data
  • Using IT service desk metrics to drive improvement

Module 8: IT Service Desk Tools and Technologies

  • Overview of IT service desk tools and technologies
  • Service desk software (incident, problem, change management)
  • Service desk automation and orchestration
  • Service desk integration with other IT systems

Module 9: IT Service Desk Best Practices and Industry Standards

  • ITIL best practices for IT service desk management
  • ISO/IEC 20000 standards for IT service desk management
  • Other industry standards and frameworks (COBIT, DevOps)
  • Implementing IT service desk best practices and industry standards

Module 10: IT Service Desk Implementation and Improvement

  • Planning and implementing an IT service desk
  • Assessing and improving IT service desk processes
  • Creating an IT service desk improvement plan
  • Implementing IT service desk improvements


Certificate and Assessment

Upon completion of the course, participants will receive a certificate issued by The Art of Service. The course includes a comprehensive assessment to evaluate participants' understanding of the course material.



Target Audience

This course is designed for IT professionals who want to improve their skills and knowledge in IT service desk management, including:

  • IT service desk managers and team leaders
  • IT service desk analysts and technicians
  • IT service management professionals
  • IT operations and infrastructure managers
  • IT directors and CIOs
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