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Service Desk Transformation; Strategies for Success

Service Desk Transformation; Strategies for Success

$199.00
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Service Desk Transformation: Strategies for Success



Course Overview

This comprehensive course is designed to equip you with the knowledge, skills, and strategies needed to transform your service desk into a world-class operation. Through interactive lessons, real-world examples, and hands-on projects, you'll learn how to improve efficiency, reduce costs, and enhance customer satisfaction.



Course Objectives

  • Understand the principles of service desk transformation and its benefits
  • Develop a clear vision and strategy for your service desk transformation
  • Design and implement a service desk framework that meets your organization's needs
  • Improve service desk processes and procedures to increase efficiency and productivity
  • Enhance customer satisfaction through effective communication and issue resolution
  • Measure and analyze service desk performance using key metrics and benchmarks
  • Implement best practices for service desk management, including ITIL and ISO/IEC 20000


Course Outline

Module 1: Introduction to Service Desk Transformation

  • Defining service desk transformation and its benefits
  • Understanding the challenges and obstacles to service desk transformation
  • Developing a clear vision and strategy for service desk transformation

Module 2: Service Desk Frameworks and Models

  • Overview of service desk frameworks and models (ITIL, ISO/IEC 20000, COBIT)
  • Designing and implementing a service desk framework that meets your organization's needs
  • Integrating service desk frameworks with other IT management frameworks

Module 3: Service Desk Processes and Procedures

  • Incident management: best practices and procedures
  • Problem management: root cause analysis and resolution
  • Change management: minimizing risk and disruption
  • Service level management: setting and achieving service targets

Module 4: Communication and Customer Satisfaction

  • Effective communication strategies for service desk staff
  • Understanding customer needs and expectations
  • Measuring and improving customer satisfaction
  • Developing a customer-centric service desk culture

Module 5: Service Desk Metrics and Benchmarking

  • Defining and measuring key service desk metrics (e.g. first call resolution, mean time to resolve)
  • Benchmarking service desk performance against industry standards
  • Using metrics and benchmarking to drive service desk improvement

Module 6: Service Desk Management Best Practices

  • Implementing ITIL best practices for service desk management
  • ISO/IEC 20000: implementing a service management system
  • COBIT: aligning service desk management with business objectives

Module 7: Service Desk Tools and Technology

  • Overview of service desk tools and technologies (e.g. ticketing systems, chatbots)
  • Selecting and implementing the right service desk tools for your organization
  • Integrating service desk tools with other IT management systems

Module 8: Service Desk Transformation Case Studies

  • Real-world examples of successful service desk transformations
  • Lessons learned and best practices from service desk transformation case studies
  • Applying service desk transformation principles to your own organization


Certificate of Completion

Upon completing this course, participants will receive a Certificate of Completion issued by The Art of Service.



Course Features

  • Interactive and engaging: interactive lessons, real-world examples, and hands-on projects
  • Comprehensive: covers all aspects of service desk transformation, from vision and strategy to implementation and metrics
  • Personalized: tailored to your needs and goals, with flexible learning options
  • Up-to-date: reflects the latest best practices and industry trends in service desk management
  • Practical: focuses on real-world applications and hands-on experience
  • Expert instructors: taught by experienced service desk professionals and experts
  • Certification: receive a Certificate of Completion upon finishing the course
  • Flexible learning: available online, with flexible scheduling and self-paced learning options
  • User-friendly: easy-to-use online platform, with clear navigation and concise lessons
  • Mobile-accessible: access the course from anywhere, on any device
  • Community-driven: connect with other service desk professionals and learners through online forums and discussions
  • Actionable insights: gain practical knowledge and insights that can be applied immediately
  • Hands-on projects: apply your knowledge and skills through real-world projects and case studies
  • Bite-sized lessons: concise and focused lessons, with clear objectives and outcomes
  • Lifetime access: access the course materials and online community for life
  • Gamification: engage with the course through interactive games and challenges
  • Progress tracking: track your progress and stay motivated through the course
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