What does the IT Service Desk Management course cover?
IT Service Desk Management is covered here in 10 modules: Introduction to IT Service Desk Management: Defining IT service desk management, IT Service Desk Fundamentals: Service desk tools and technologies, Ticketing and Incident Management: Understanding the incident management process and 7 more.
How do you approach IT Service Desk Management step by step?
The work is sequenced in 10 stages. It starts with Introduction to IT Service Desk Management: Defining IT service desk management, moves through IT Service Desk Fundamentals: Service desk tools and technologies and Ticketing and Incident Management: Understanding the incident management process, and ends at IT Service Desk Implementation and Improvement: Implementing IT service desk improvements.
What is in Module 1 of the IT Service Desk Management course?
Module 1 is Introduction to IT Service Desk Management: Defining IT service desk management. It works through defining IT service desk management, understanding the role of the IT service desk, overview of IT service desk management best practices and 1 more. It sets the vocabulary the remaining 9 modules build on.
How is the IT Service Desk Management course delivered?
The IT Service Desk Management course is fully self-paced with immediate online access after enrolment. Access does not expire and future updates are included at no cost. It can be taken on any device, and a certificate of completion is issued by The Art of Service when you finish.
How much does the IT Service Desk Management course cost?
The IT Service Desk Management course is $199 as a one time payment. There is no subscription, no per seat licence and no hidden fee. Enrolment carries a 30 day satisfied or refunded guarantee, so it can be assessed in full before you commit.
Closely related courses: Ticket Resolution and Service Delivery Plan Kit.
More answers: what you get with every course, refund policy, all help answers.
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
- 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 tools and technologies
- 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
- 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 process, Implementing best practices
- 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 process, Implementing best practices
- 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: Implementing best practices, Creating effective workflows
- 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: Analyzing and interpreting IT service desk data
- 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: Service desk automation and orchestration
- 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: Implementing IT service desk improvements
- 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