ITIL v3 Foundation eLearning and Exam course

ITIL v3 Foundation eLearning and Exam

Course Overview:

AXELOS has confirmed Global Knowledge was the leading provider of certified ITIL training and exams in 2017 across their 1,500 global partners

Course Objectives:


Course Pre-Requisite

Course Outline
1. Desktop Support
2. Effectively Managing Desktop Support Services
Desktop Support Manager Roles and Responsibilities
Your Role as a Manager
Your Role as a Leader
Code of Conduct
Effective Communication
Communicating Across Cultures
Conflict Resolution and Negotiations
Building Your Team
Managing Organizational Change
3. Strategic Management
The Strategic Perspective
Building Your Strategy
Key Elements of Vision and Mission Statements
Support as a Business
IT Financial Management
Quantifying Costs
Metrics, Benchmarks, and KPIs - A Primer
4. Operations Management
Service Delivery Methods
Telephony Infrastructure
Service Management Systems
Self-Healing Technologies
Selecting Your Technology
5. Developing Desktop Support Processes
Foundations of Desktop Support Processes
Service Level Management
SLAs, OLAs, SOPs, and UCs
6. Service Support Processes
Support and Restore
Control and Release
Service Delivery
7. Metrics and Quality Assurance
Evaluating Desktop Support Processes
Collecting, Analyzing, and Reviewing Data
Quality Assurance Programs
Measuring Customer Satisfaction
Continuous Improvement
Quality Assurance Tools and Methods
8. Managing Your Team
People Management
Workforce Management
Staffing and Sourcing
Recruitment and Retention
Performance Management
Professional Development
Coaching
Training
9. Promoting Desktop Support
Benefits of Marketing
Challenges of Marketing
How Desktop Support Plays a Marketing Role
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: Days

Course Schedules:

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

Price: $1300.00 US

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