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IT Service Desk Fundamentals and Best Practices Comprehensive Training

IT Service Desk Fundamentals and Best Practices Comprehensive Training

USD212.89
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IT Service Desk Fundamentals and Best Practices Comprehensive Training



Course Format & Delivery Details

Course Overview

The IT Service Desk Fundamentals and Best Practices Comprehensive Training is a comprehensive course designed to equip IT professionals with the skills and knowledge required to deliver exceptional IT service desk services.

Course Format

  • Self-Paced: Yes, this course is self-paced, allowing you to learn at your own convenience.
  • Online: Yes, this course is online, providing you with the flexibility to access it from anywhere.
  • Live Virtual: Optional live virtual sessions are available for additional support and interaction.
  • On-Demand: The course is available on-demand, allowing you to access it 24/7.

Course Schedule

  • Fixed Dates or Times: No fixed dates or times; you can start the course at any time.
  • Typical Completion Time: The typical completion time is 12 weeks, but you can complete it at your own pace.
  • Lifetime Access: Yes, you have lifetime access to the course materials.

Course Features

  • Mobile-Friendly: Yes, the course is mobile-friendly, allowing you to access it on your mobile device.
  • Instructor Support: You will have access to instructor support via email and discussion forums.
  • Downloadable Resources: You will receive access to downloadable resources, templates, and toolkits to support your learning.
  • Certificate of Completion: Upon completion, you will receive a Certificate of Completion issued by The Art of Service.


Extensive & Detailed Course Curriculum

Module 1: IT Service Desk Fundamentals

  • 1.1: Introduction to IT Service Desk
  • 1.2: IT Service Desk Roles and Responsibilities
  • 1.3: IT Service Desk Processes and Procedures
  • 1.4: IT Service Desk Metrics and KPIs

Module 2: ITIL Foundation

  • 2.1: Introduction to ITIL
  • 2.2: ITIL Service Management
  • 2.3: ITIL Service Desk Best Practices
  • 2.4: ITIL Incident Management
  • 2.5: ITIL Problem Management
  • 2.6: ITIL Change Management

Module 3: Service Desk Operations

  • 3.1: Service Desk Structure and Organization
  • 3.2: Service Desk Processes and Procedures
  • 3.3: Service Desk Technology and Tools
  • 3.4: Service Desk Communication and Interpersonal Skills
  • 3.5: Service Desk Customer Service Skills

Module 4: Incident Management

  • 4.1: Introduction to Incident Management
  • 4.2: Incident Management Processes and Procedures
  • 4.3: Incident Classification and Prioritization
  • 4.4: Incident Escalation and Notification
  • 4.5: Incident Resolution and Recovery

Module 5: Problem Management

  • 5.1: Introduction to Problem Management
  • 5.2: Problem Management Processes and Procedures
  • 5.3: Problem Identification and Logging
  • 5.4: Problem Investigation and Diagnosis
  • 5.5: Problem Resolution and Closure

Module 6: Change Management

  • 6.1: Introduction to Change Management
  • 6.2: Change Management Processes and Procedures
  • 6.3: Change Request Management
  • 6.4: Change Assessment and Evaluation
  • 6.5: Change Implementation and Verification

Module 7: Service Request Management

  • 7.1: Introduction to Service Request Management
  • 7.2: Service Request Management Processes and Procedures
  • 7.3: Service Request Fulfillment
  • 7.4: Service Request Communication and Notification

Module 8: Service Desk Technology and Tools

  • 8.1: Introduction to Service Desk Technology and Tools
  • 8.2: Service Desk Software and Systems
  • 8.3: Service Desk Automation and Integration
  • 8.4: Service Desk Reporting and Analytics

Module 9: Service Desk Performance and Metrics

  • 9.1: Introduction to Service Desk Performance and Metrics
  • 9.2: Service Desk Metrics and KPIs
  • 9.3: Service Desk Performance Measurement and Reporting
  • 9.4: Service Desk Continuous Improvement

Module 10: Service Desk Best Practices

  • 10.1: Introduction to Service Desk Best Practices
  • 10.2: Service Desk Processes and Procedures Best Practices
  • 10.3: Service Desk Technology and Tools Best Practices
  • 10.4: Service Desk Communication and Interpersonal Skills Best Practices
Upon completion of this comprehensive training, you will receive a Certificate of Completion issued by The Art of Service, demonstrating your expertise in IT Service Desk Fundamentals and Best Practices.

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