This course provides an in-depth look at Service Desk and ITIL fundamentals. With 20 years of experience as an IT professional, the instructor will guide you through the ITILv3 and Service Desk best practices, Service Desk Departments within the organization, and more. You will learn about Incident and Request classification, specific features of performing major Incident resolving, Monitoring/Event management best practices, Problem management, SLA's, 5x8, 24x7 and other work regimes, and how to define requirements for a Service desk and supporting software systems. Join this course to gain the knowledge and skills to make any Service Desk/Helpdesk performance better.
ITIL Help Desk Operations: Best Practices
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This course is perfect for anyone interested in a career on an IT Service/Help Desk, or for those tasked with setting up a new IT Service/Help Desk. It covers best practices for Service Desk operations, from scoping out work to shift left strategies and team management. With a focus on practical application, this course will provide learners with the skills and knowledge to ensure their Service Desk is set up right to meet the needs of their end users. Learn about ITIL and Service Desk activities, work streams, and more. Questions are always welcome and will be answered by the instructor.
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