Service Desk Operations And Management With Itil4

Enhance IT Support with Service Desk: Operations, Strategy, ITIL4 Practices, and Customer Satisfaction Techniques

What you'll learn

Understand ITIL4 Fundamentals: Gain a solid understanding of ITIL4 principles and how they apply to service desk operations.

Service Desk Management Skills: Learn to manage service desk operations effectively, including incident and request handling.

Improve Customer Satisfaction: Develop strategies to enhance customer satisfaction and streamline service delivery.

Prepare for ITIL4 Exams: Acquire the knowledge and skills needed to succeed in ITIL4 Service Desk certification exams.

Enhance Problem-Solving Abilities: Build effective problem-solving skills to manage complex issues and improve service desk performance.

Master the Capability Maturity Model: Understand and apply the Capability Maturity Model to assess and improve the service desk's maturity levels.

Identify Success Factors: Learn key success factors for optimizing service desk practices and achieving goals.

Requirements

ITIL4 Foundation Certification: Completion of the ITIL4 Foundation course is required.

Basic IT Knowledge: Familiarity with basic IT concepts and terminology.

Experience in IT Support: Prior experience working in an IT support or service desk role is beneficial but not required.

Access to a Computer: A computer with internet access is necessary for accessing course materials and participating in online activities.

Description

Course Description:Are you ready to elevate your IT service management skills and make a significant impact on your organization? Join us for "Service Desk Operations and Management with ITIL4 " a comprehensive course designed to empower IT professionals with the latest insights and strategies in the ITIL 4 framework. This UNOFFICIAL course is not affiliated with or endorsed by Axelos and does not offer any accreditation or associated PDUs.Course OverviewThis course is tailored for IT professionals, managers, and team leaders looking to master the Service Desk component of ITIL 4. We delve deep into practical applications, offering real-world insights through a case study of a hospital's IT transformation journey.What You'll LearnService Desk Operations: Establish a Service Desk as the single point of contact for all IT-related issues, focusing on triaging, routing, and resolving incident and problem tickets effectively.Service Desk Best Practices: Implement best practices for managing service requests and enhancing user experience through efficient service desk operations.Improving Communication: Learn how to facilitate communication between IT teams and users, ensuring timely updates and resolutions.Benefits of AttendingReal-World Application: Gain practical insights from a real-world hospital case study that you can apply within your organization.Career Advancement: Enhance your career prospects with skills highly sought after in the IT service management field.Expert Guidance: Learn from seasoned IT professionals with hands-on experience in ITIL 4 implementation.Who Should AttendIT professionals seeking to deepen their understanding of Service Desk practices.IT managers and team leaders aiming to implement effective service desk operations within their organizations.Individuals with ITIL 4 Foundation certification looking to advance their skills.PrerequisiteITIL 4 Foundation Certification: This course builds on the foundational knowledge from the ITIL 4 Foundation certification.Note. If you have already enrolled in my course, "Achieving Operational Excellence with ITIL 4," you do not need this course, as it is a subset of the original course material.Enroll today and become an ITIL 4 expert ready to drive operational excellence in your organization!Witness the real-world impact of Service Desk practices through our transformative case study and elevate your IT service management skills.

Overview

Section 1: Introduction

Lecture 1 General Information

Lecture 2 Download the Course Slides!

Lecture 3 SMC Case Study

Section 2: Service Desk with ITIL4

Lecture 4 Service Desk General Overview

Lecture 5 SD - Practice Success Factor

Lecture 6 SD - Value Stream and Processes - Part 1

Lecture 7 SD - VS&P - User Query Handling - Part 2

Lecture 8 SD - VS&P - Communicating To Users - Part 3

Lecture 9 SD - VS&P - Service Desk Optimization - Part 4

Lecture 10 SD - VS&P - Practical Example - Part 5

Lecture 11 SD - Value Stream and Processes - Part 6

Lecture 12 SD - Organizations and People - Part 1

Lecture 13 SD - Organizations and People - Part 2

Lecture 14 SD - Information and technology

Lecture 15 SD - Partners and Suppliers

Lecture 16 SD - Capability Assessment and Development

Lecture 17 SD - Recommendations for practice success

IT Professionals: Those looking to advance their careers by mastering ITIL4 service desk practices.,ITIL4 Foundation Certified: Individuals who have completed the ITIL4 Foundation course and want to deepen their understanding of service management.,Service Desk Managers and Support Staff: Current service desk managers and support staff aiming to improve problem-solving abilities and enhance customer satisfaction.,IT Practitioners: IT practitioners who want to implement ITIL4 best practices to optimize service desk operations.,Career Changers: Those seeking to transition into a service desk role with a strong foundation in IT service management skills.