Fundamentals to Manage IT Services

What you'll learn

Learn the Fundamentals of a Service Desk

Learn how a Service Desk/Help desk works

Basic for Service/Help desk managers

Basic concepts of ITIL

Requirements

Any computer or tablet

Any User

Basic experience at a Help desk/Service desk or other IT junior positions

Basic knowledge in Technology

Description

The course material is based on the ITILv3 and Service Desk best practices, Service Desk Departments within the organization, and also my 20 years of experience as an IT professional. In this course You learn a lot of details to understand and make any Service Desk/Helpdesk performance better.

You learn Incident and Request classification, specific features of perfog major Incident resolving. While Monitorivent management studies You learn the best practices of building-in monitoring tools in an IT service, types of events, and management of them.

Problem management is mostly an expert area. Students will carefully examine different types of Service desk, and best practices of their implementation based on a company and its IT department characteristics. You learn how define SLA's, 5x8, 24x7 and other work regimes, and develop a Service desk structure immediately. You learn to define requirements for a Service desk and supporting software systems.




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