Introduction To The World Of The Service Desk (30 Minutes) Training Course

Course Outline

What Will You Learn?

Module 1: Introduction

• Introduction
• Learning Objectives

Module 2: World Of IT Service Management (ITSM)

• Introduction To IT Service Management
• The ITIL® Service Value System
• The Interconnected Service Value Chain
• The 4 Dimensions Of Service Management
• The Continual Improvement Model
• Value: Outcomes, Costs & Risks
• ITIL® 4 Qualification Scheme

Module 3: World Of The Service Desk

• The World Of The Service Desk
• The Purpose Of The Service Desk
• What Is A ‘Service Desk?’
• Communication Channels
• Omnichannel Management
• Service Empathy
• User Satisfaction
• User Satisfaction - Moment Of Truth
• Scope Of The Service Desk Practice
• Practice Success Factors
• User Communications Into Value Streams
• Key Metrics
• Value Streams & Processes
• Heat Map
• Processes
• User Query Handling
• User Query Handling Workflow
• Communicating To Users
• Communicating To Users (Continued)
• Communicating To Users (Continued)
• Service Desk Optimisation
• Service Desk Optimisation Workflow
• Service Desk Optimisation Process Activities
• Organisational Structures & Teams
• Service Desk Organisation Models
• Service Desk Organisation Models (Continued)
• Service Desk Organisation Models (Continued)
• Distributed Service Desk Team
• Distributed Service Desk Team (Continued)
• Virtual Service Desk Team
• Virtual Service Desk Team (Continued)
• Hybrid Service Desk Organisation
• Hybrid Service Desk Organisation (Continued)
• Service Desk Sizing
• Service Desk Sizing - Flat VS Vertical
• Vertical Or Horizontal Structures
• Local Or Centralised Structures
• Information & Technology
• Automation & Tooling
• Automation & Tooling (Continued)
• Partners & Suppliers
• Important Reminder
• The Four Dimensions Of Service Management & The Service Desk
• What's Next?

Module 4: What Did You Learn?

• 20 Question Multiple-Choice Question Assessment