Overview
This in-house 1-day workshop is suitable for any
organisation that has an interest in how to develop and operate one of
the integral components of the ITIL® framework – the Service
Desk.
Please Note. The content of this workshop can
be tailored to meet any specific requirements that you might have.
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
For more details, or to book this course, please contact us at enquiries@e-Quant.co.uk
or call us on +44 (0) 115 966 8375
