ITIL Training

Establishing A Service Desk According To ITIL Best Practices

Description

You’ve gained the theory through certification, now learn how to implement the best practices! This three-day workshop teaches you how to apply ITIL’s best practice processes as described in the Service Support and Service Delivery books. Increased globalization and customer demands have led many organizations to create or migrate to a Service Desk.

Length: 3 days

Cost: $2095

Who Should Attend?
IT managers, process owners, project managers, anyone responsible for creating or managing a Service Desk.

Prerequisites
Participants must hold the Foundation Certificate In IT Service Management.

Benefits Of Attending
After attending this workshop, you will understand how the Service Desk fits into an organization. You will also receive guidance about how to identify:

• Key steps to designing a Service Desk
• Relationships between the Service Desk and other ITIL processes
• Key activities that the Service Desk performs to support other ITIL activities
• Key activities the Service Desk requires from the ITIL processes
• Learn different methods to assess your Service Desk
• How the Service Desk can support the organizational goals and objectives

Course Curriculum

• Benefits of the Service Desk
• Clarifying roles and responsibilities within the service support organization
• Designing the Service Desk
• Key activities of the Service Desk in relation to Service Level Management and Configuration Management
• Incident, Problem and Change Management process models
• The relationship between these process models and the Service Desk
• Tool requirements for the Service Desk
• How to build a business case for investing in tools and Service Desk improvements
• Skills required for a Service Desk agent as well as staffing options and models
• Measurement and reporting activities
• Identify different Service Desk models and the advantages and disadvantages of each