Define and Implement Service Desk and Incident Management Workshop course

Define and Implement Service Desk and Incident Management Workshop

Course Overview:

In this Define and Implement Service Desk and Incident Management Workshop course, participants gain comprehensive knowledge of the Service Desk function and Incident Management process as discussed within ITIL®. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® framework.

Course Objectives:

Apply ITIL® best practices in Incident Management/Service Desk
Explain the value of Service Desk and Incident Management to the service quality
Organize an effective Service Desk aimed at managing customer relations and communication
Organize an efficient and effective Incident Management to resolve incidents and get business back to function as quickly as possible
Define the key quality ingredients of a successful Service Desk and Incident Management
Describe the relationship of Service Desk and Incident Management as well as with other IT service management processes
Define, implement and support the tools and procedures necessary for measuring and reporting basic Service Desk and Incident Management information
Understand the relationship and dependencies between Service Desk and Incident Management with other functional groups and processes at the Service Operation level
Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, client organization could be used as a case study example.
Course Pre-Requisite

Course Outline
Certification Exams
N/A
Next Steps
Speak with our National Account Managers for information.

Delivery Modalities:

  • Live Instructor-Led
  • Live Online Instructor-Led

Delivery Methods:

  • Individual Training
  • Group Training
  • Onsite-Private Training
  • Hybrid Training

Course Days: 0 Days

Course Schedules:

Call us for schedules Tel: 1-800-618-6778

Price: $0000.00 US

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