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Courses > IT service management (ITSM/ITIL)

Course Description

Goals:

Learn the practical approaches for designing, managing and improving Service Desk / Help Desk activities:

  • Design and improve Incident management
  • Design and improve Request fulfillment
  • Design and improve Problem management
  • Design and improve Service desk management
  • Define key roles and responsibilities in IT service delivery and support
  • Define key success factors and performance indicators.

Audience:

IT Pros, IT managers, IT support staff, DevOps team members; IT service consumers - i.e. business managers and key users.

You will learn

Student’s abilities to apply and adapt the recommendations of the best practices of IT service management (ITSM) to the organization, management and improvement of IT service operation processes:

  • How help desk activities support the service lifecycle
  • How support processes interact with other service lifecycle processes
  • How to continuously improve operations
  • How to evaluate IT service support activities, generate metrics and KPIs
  • Goals, objectives and scope of IT support processes and practices
  • Policies, activities and techniques of processes and practices
  • Optimization of service operation capabilities
  • Understanding the technological and implementation aspects of the help desk
  • Challenges, critical success factors and risks
  • Key performance indicators of IT service support
  • Roles and responsibilities in IT service support

Prerequisites

Successful graduation from ITIL 4.0 Foundation training or
Practical experience in IT service support area

Course Program (16 hours)

  • Module 1. Service management practices. Introduction

    • Basic principles of service management
    • Services, their parameters and characteristics
    • Purpose, objectives, and business value
    • Main practices and processes

  • Module 2. Incident management

    • General description of the process: purpose, objectives, purpose and scope, business value
    • Activities, methods and techniques
    • Triggers, inputs, outputs, and interactions with other processes
    • Critical Success Factors and Metrics
    • Challenges and risks
    • Roles and Responsibilities

  • Module 3. Request fulfillment

    • General description of the process: purpose, objectives, purpose and scope, business value
    • Activities, methods and techniques
    • Triggers, inputs, outputs, and interactions with other processes
    • Critical Success Factors and Metrics
    • Challenges and risks

  • Module 4. Practice

    • Develop a classifier of requests, a workflow and an example model

  • Module 5. Problem management

    • General description of the process: purpose, objectives, purpose and scope, business value
    • Activities, methods, and techniques
    • Analysis of problems using structural analysis
    • Triggers, inputs, outputs, and interactions with other processes
    • Critical Success Factors and Metrics
    • Challenges and risks
    • Roles and Responsibilities

  • Module 6. Service desk management (Service desk, Help desk, Technology support)

    • Assignment and tasks
    • Best practices for organizing the work of the service desk
    • Organizational structure and staffing
    • Service Desk roles
    • Technologies and tools

  • Module 7. Practice

    • Service desk design and planning

Course Schedule

Leave a request for corporate training *

* Corporate training ensures increased performance, compliance with higher professional standards, and the formation of an efficiently working team of specialists.

Trainers

Danil Dintsis
Our trainers

Learning price

5380 ₪