IT Service Desk: Service Management
1h 24mBeginner2019-12-02
Authors
Fancy Mills-Knebel
Training, consulting, recruiting, and workforce management expert
HDI
Leading Events and Services Organization
Course details
As technology continues to evolve, businesses are presented with both challenges and opportunities. Organizations now have access to all manner of innovative new tools; however, they also need to grapple with their customer's rapidly changing needs. As a leader working at a help desk, support center, or service desk, you must ensure that your service management practices keep up with the times. In this course, instructor Fancy Mills-Knebel details how to implement the latest service management best practices and processes to ensure that your IT services remain customer-focused and process-driven. Learn how to best approach incident management, problem management, and change management, as well as how to assess and improve your current program.
Learning objectives
What is service management?
Service level management processes and components
Incident and knowledge management
Managing stakeholder expectations
Problem management methodologies
Key metrics involved in change management
Inputs and outputs of change management
Learning objectives
What is service management?
Service level management processes and components
Incident and knowledge management
Managing stakeholder expectations
Problem management methodologies
Key metrics involved in change management
Inputs and outputs of change management
Skills covered
IT Service ManagementNetwork and System AdministrationDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Transform your service management
- 02 - What you should know
1. Overview
- 03 - Service management defined
- 04 - What is a service
- 05 - Service management frameworks
- 06 - Key service desk practices
- 07 - Value creation
2. Service Level Management
- 08 - Service level management
- 09 - Service level management processes
- 10 - Service level management components
- 11 - Service catalog strategies
3. Incident Management
- 12 - Incident management
- 13 - Process components
- 14 - Establish a process
- 15 - Knowledge management
4. Problem Management
- 16 - Manage stakeholder expectations
- 17 - Manage process flow
- 18 - Problem management methodologies
- 19 - Problem management relationships
5. Change Management
- 20 - Change management practices
- 21 - Change management roles
- 22 - Change models
- 23 - Change relationships
- 24 - Change inputs and outputs
Conclusion
- 25 - Next steps