ITIL Help Desk Operations: Best Practices

ITIL Help Desk Operations: Best Practices, available at $34.99, has an average rating of 4.5, with 10 lectures, based on 19 reviews, and has 3450 subscribers.

You will learn about Understand the basics of a Service Desk What ITIL says about Service Desk Understanding logistics of a working Service Desk Reporting and other considerations when setting up your service desk This course is ideal for individuals who are Anyone who is interested in setting up ITIL services or Contractors thinking of joining or setting up services or Those interested in BAU service desk operations It is particularly useful for Anyone who is interested in setting up ITIL services or Contractors thinking of joining or setting up services or Those interested in BAU service desk operations.

Enroll now: ITIL Help Desk Operations: Best Practices

Summary

Title: ITIL Help Desk Operations: Best Practices

Price: $34.99

Average Rating: 4.5

Number of Lectures: 10

Number of Published Lectures: 10

Number of Curriculum Items: 10

Number of Published Curriculum Objects: 10

Original Price: $89.99

Quality Status: approved

Status: Live

What You Will Learn

Understand the basics of a Service Desk
What ITIL says about Service Desk
Understanding logistics of a working Service Desk
Reporting and other considerations when setting up your service desk

Who Should Attend

Anyone who is interested in setting up ITIL services
Contractors thinking of joining or setting up services
Those interested in BAU service desk operations

Target Audiences

Anyone who is interested in setting up ITIL services
Contractors thinking of joining or setting up services
Those interested in BAU service desk operations

Interested in a career on an IT Service / help desk?

Are you tasked with setting up a new IT Service / Help desk?

Or are you just looking for guidance on best practice as a manager?

Then this course is for you!

Service Desk is probably thee most important aspect of any IT service provider – it is the first part of a user journey where users will regularly interact with it whether its via an incident or an request.

To ensure your Service Desk is set up right to meet the needs of your end users , this course will take you through some fundamental areas to consider:

1. Scoping out your work – thinking about what will your service desk offer and reflecting that in the design of your service desk.

2. ITIL and service desk – what does ITIL say about Service Desk and what activities at a high level should they do?

3. Work streams – an analysis of typical work that a service desk will do.

4. Shift left strategy – how do you ensure your service desk remains efficient and your 1st line team is engaged and always learning new skills?

5. Team management – how do you measure performance?

and much more!

My main focus is always on practical application, less on theory. I feel this gives the learner a better experience as reality does not always meet theory in application.

I hope you enjoy the course, and I will always respond to any questions you may have as you embark on this course!

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: What does ITIL say about Service Desk

Lecture 3: What does ITIL say on Request Management

Lecture 4: Service Desk terminologies

Chapter 2: Scoping out the design of Service Desk

Lecture 1: Scoping out the service

Chapter 3: Areas of service desk

Lecture 1: Service desk team management

Lecture 2: Other logistics to think about

Lecture 3: Considerations for handling calls

Lecture 4: Request Management

Chapter 4: Summary

Lecture 1: Summary

Instructors

Mark Grey
ITIL, Agile, and general life experience!

Rating Distribution

1 stars: 0 votes
2 stars: 1 votes
3 stars: 2 votes
4 stars: 6 votes
5 stars: 10 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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