IT Service Desk: Management Fundamentals

Course details

No service desk runs efficiently without proper oversight. Service desk managers are key to effective tech support teams—and industry-proven methodologies and tools are key to a manager's success. This course covers the processes and tools new IT managers need to manage service desk staff and make service desk-related system decisions for the company. First, get familiar with different service desk staffing models and processes. Learn about the telephony systems and software—including social media management tools—that a service desk requires. Find out how to develop a system to ensure quality and define metrics to measure success. Plus, learn how to build important relationships with customers, within the team, and with other IT groups at your company. Instructor Fancy Mills has been helping technical support teams manage staffing and standard operating procedures for over 20 years. Let her help you develop the skills to manage your service desk and increase customer satisfaction.

Learning objectives
What is a service desk?
Understanding the different service desk models
Staffing the service desk
Training staff
Mentoring and coaching
Defining processes
Reviewing technology, including telephony and management systems
Measuring quality
Building relationships

Concepts

0. Introduction

01 - Welcome
02 - What you should know

1. What Is a Service Desk

03 - Evolution of the service desk
04 - Service desk frameworks
05 - Service desk models
06 - Definitions, terms, and language
07 - People, process, and technology

2. Service Desk - The People

08 - Staffing considerations - Asking the right questions
09 - Staffing considerations - Data collection and methodology
10 - Staffing requirements - Shrinkage
11 - Defining people skill requirements
12 - Learning and training requirements
13 - Developing ongoing training
14 - Mentoring
15 - Coaching

3. Service Desk - The Processes

16 - Defining processes and understanding their importance
17 - Overview of service level agreements
18 - Overview of incident management requests
19 - Overview of processes
20 - Process blueprints

4. Service Desk - The Technology

21 - Technology overview
22 - Telephony systems
23 - Service management systems
24 - Self-service components

5. Service Desk Quality

25 - Defining and measuring quality
26 - Policies and procedures
27 - Developing a quality mindset
28 - Developing a quality program

6. Building Relationships

29 - Employee satisfaction
30 - Process for building relationships
31 - Communicating with customers
32 - Measuring customer satisfaction - CSAT and NPS scores
33 - Customer effort score (CES)
34 - Interacting with other IT groups

Conclusion

35 - Next steps