Kursbeskrivning
This module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Desk Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to capture demand for incident resolution and service requests. The Service Desk Practice should also be the entry point and single point of contact for the service provider for all users.
Service Desk practitioner is for IT professionals who want to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider for all users.
The key concepts of the practice
Explain the purpose of the practice
Describe the practice success factors (PSF)& key metrics of the practice
Explain the key terms/concepts
Incident and its main characteristics
Incident model
Request catalogue
The processes of the practice
Describe inputs and outputs of the processes
Describe the key activities of the processes
Know how to integrate the practice in the organization’s value streams
The roles and competencies of the practice
Describe the responsibilities of the key roles of the practice
Know how to position the practice in the organizational structure
How information and technology support and enable the practice
Explain the tools application
Know how to apply the recommendations on automation
The role of partners and suppliers in the practice
Explain the dependencies of the practice on third parties
Explain how partners and suppliers can support the practice
How the ITIL capability model can be used to develop the practice
Explain how capability criteria support the practice capability development
The recommendations for the practice success
Understand the recommendations for Incident management success and how they are supported by the ITIL® guiding principles
Certification voucher is included in this course. The certification lasts 30 minutes and has 20 questions. You need 13 correst answers to pass the test. The voucher is valid for one year. .Course documentation included in the course price.
Acknowledgements: ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
ITIL 4 training is provided by Olingo, accredited by PeopleCert.
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