Overview

This 1-day workshop is suitable for anyone who has an interest in how to develop and operate one of the integral components of the ITIL® framework – the Service Desk.

Key Learning Objectives
 
Attendance on this course will enable participants to:

• Understand what are the key characteristics of an ITIL® conformant Service Desk.
• Understand staffing and general skill requirements.
• Understand how the Service Desk interrelates to key ITIL® processes such as Incident, Problem and Change Management.

Who will benefit?
 
This course is suitable for anyone who works in a Service Desk environment, to increase understanding and knowledge of their role.
 
Those responsible for evaluating the key requirements of Service Desk, and how it relates to the other ITIL® processes.
 
There are no formal prerequisites for this course.

Content
 
The Core Content includes:

• Key Service Desk Principles
• What is a Service Desk
• The value and benefits of a Service Desk
• Scale and extent of responsibilities
• Relationship to Incident Management
• Interaction with other ITIL® processes

• Service Desk resources
• Understanding staffing levels and skills profiles
• Key attributes of Service Desk staff
• How to define Service Desk technology and toolset requirements
• The use of scripts

• Key Service Desk activities
• Call logging
• Categorisation, Prioritisation
• Diagnosis
• 1ST Level Resolution
• Escalation
• On-going call ownership
• Communication with user community

• Evaluation Service Desk Effectiveness
• Establishing meaningful Key Performance Indicators
• Staff and customer retention

 
Please Note. This course can also be provided as on on-demand ‘in-house’ course, where (if required) the content can be tailored to meet any specific requirements you may have.

See the course location and schedule page to book your place on this course.