Mastering Service Desk: A Step-by-Step Guide to Delivering Exceptional IT Support
Upon completion of this comprehensive course, participants will receive a certificate issued by The Art of Service.Course Overview This interactive and engaging course is designed to provide IT professionals with the knowledge and skills necessary to deliver exceptional IT support through a well-managed service desk. The course is comprehensive, personalized, up-to-date, and practical, with real-world applications and high-quality content. Our expert instructors will guide you through the course, which includes hands-on projects, bite-sized lessons, and lifetime access to the course materials. The course is also mobile-accessible, community-driven, and includes actionable insights, gamification, and progress tracking.
Course Outline Chapter 1: Introduction to Service Desk
Topic 1.1: Defining Service Desk
- Definition of Service Desk
- Importance of Service Desk in IT Support
- Benefits of a well-managed Service Desk
Topic 1.2: Service Desk Models
- Overview of different Service Desk models
- Centralized vs. Decentralized Service Desk
- Virtual Service Desk
Chapter 2: Service Desk Processes
Topic 2.1: Incident Management
- Definition of Incident Management
- Incident Management process
- Incident Management best practices
Topic 2.2: Problem Management
- Definition of Problem Management
- Problem Management process
- Problem Management best practices
Topic 2.3: Change Management
- Definition of Change Management
- Change Management process
- Change Management best practices
Chapter 3: Service Desk Tools and Technologies
Topic 3.1: Service Desk Software
- Overview of Service Desk software
- Features of Service Desk software
- Benefits of using Service Desk software
Topic 3.2: IT Service Management (ITSM) Tools
- Overview of ITSM tools
- Features of ITSM tools
- Benefits of using ITSM tools
Chapter 4: Service Desk Metrics and Reporting
Topic 4.1: Service Desk Metrics
- Overview of Service Desk metrics
- Types of Service Desk metrics
- Benefits of using Service Desk metrics
Topic 4.2: Service Desk Reporting
- Overview of Service Desk reporting
- Types of Service Desk reports
- Benefits of using Service Desk reports
Chapter 5: Service Desk Best Practices
Topic 5.1: Service Desk Governance
- Overview of Service Desk governance
- Importance of Service Desk governance
- Best practices for Service Desk governance
Topic 5.2: Service Desk Training and Development
- Overview of Service Desk training and development
- Importance of Service Desk training and development
- Best practices for Service Desk training and development
Chapter 6: Implementing a Service Desk
Topic 6.1: Planning and Designing a Service Desk
- Overview of planning and designing a Service Desk
- Importance of planning and designing a Service Desk
- Best practices for planning and designing a Service Desk
Topic 6.2: Implementing a Service Desk
- Overview of implementing a Service Desk
- Importance of implementing a Service Desk
- Best practices for implementing a Service Desk
Chapter 7: Service Desk Continuous Improvement
Topic 7.1: Service Desk Assessment and Evaluation
- Overview of Service Desk assessment and evaluation
- Importance of Service Desk assessment and evaluation
- Best practices for Service Desk assessment and evaluation
Topic 7.2: Service Desk Continuous Improvement
- Overview of Service Desk continuous improvement
- Importance of Service Desk continuous improvement
- Best practices for Service Desk continuous improvement
Chapter 8: Service Desk Certification and Compliance
Topic 8.1: Service Desk Certification
- Overview of Service Desk certification
- Importance of Service Desk certification
- Benefits of Service Desk certification
Topic 8.2: Service Desk Compliance
- Overview of Service Desk compliance
- Importance of Service Desk compliance
- Best practices for Service Desk compliance
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Chapter 1: Introduction to Service Desk
Topic 1.1: Defining Service Desk
- Definition of Service Desk
- Importance of Service Desk in IT Support
- Benefits of a well-managed Service Desk
Topic 1.2: Service Desk Models
- Overview of different Service Desk models
- Centralized vs. Decentralized Service Desk
- Virtual Service Desk
Chapter 2: Service Desk Processes
Topic 2.1: Incident Management
- Definition of Incident Management
- Incident Management process
- Incident Management best practices
Topic 2.2: Problem Management
- Definition of Problem Management
- Problem Management process
- Problem Management best practices
Topic 2.3: Change Management
- Definition of Change Management
- Change Management process
- Change Management best practices
Chapter 3: Service Desk Tools and Technologies
Topic 3.1: Service Desk Software
- Overview of Service Desk software
- Features of Service Desk software
- Benefits of using Service Desk software
Topic 3.2: IT Service Management (ITSM) Tools
- Overview of ITSM tools
- Features of ITSM tools
- Benefits of using ITSM tools
Chapter 4: Service Desk Metrics and Reporting
Topic 4.1: Service Desk Metrics
- Overview of Service Desk metrics
- Types of Service Desk metrics
- Benefits of using Service Desk metrics
Topic 4.2: Service Desk Reporting
- Overview of Service Desk reporting
- Types of Service Desk reports
- Benefits of using Service Desk reports
Chapter 5: Service Desk Best Practices
Topic 5.1: Service Desk Governance
- Overview of Service Desk governance
- Importance of Service Desk governance
- Best practices for Service Desk governance
Topic 5.2: Service Desk Training and Development
- Overview of Service Desk training and development
- Importance of Service Desk training and development
- Best practices for Service Desk training and development
Chapter 6: Implementing a Service Desk
Topic 6.1: Planning and Designing a Service Desk
- Overview of planning and designing a Service Desk
- Importance of planning and designing a Service Desk
- Best practices for planning and designing a Service Desk
Topic 6.2: Implementing a Service Desk
- Overview of implementing a Service Desk
- Importance of implementing a Service Desk
- Best practices for implementing a Service Desk
Chapter 7: Service Desk Continuous Improvement
Topic 7.1: Service Desk Assessment and Evaluation
- Overview of Service Desk assessment and evaluation
- Importance of Service Desk assessment and evaluation
- Best practices for Service Desk assessment and evaluation
Topic 7.2: Service Desk Continuous Improvement
- Overview of Service Desk continuous improvement
- Importance of Service Desk continuous improvement
- Best practices for Service Desk continuous improvement
Chapter 8: Service Desk Certification and Compliance
Topic 8.1: Service Desk Certification
- Overview of Service Desk certification
- Importance of Service Desk certification
- Benefits of Service Desk certification
Topic 8.2: Service Desk Compliance
- Overview of Service Desk compliance
- Importance of Service Desk compliance
- Best practices for Service Desk compliance