Are you new to the Service Desk? Or are you looking for Service Desk training for your team?
Our Introduction To The World Of The Service Desk (30 Minutes) will introduce you to the Service Desk, IT Service Management, Service Desk Models, Service Desk Optimisation, User Query Handling and much more.
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
Service Desk Professionals provide front-line support and act as the ‘face’ of the IT Department, becoming the primary contact for customers. It is important that these professionals provide the highest quality customer care with every interaction.
The Introduction To The World Of The Service Desk (30 Minutes) was designed for Service Desk Professionals who need to provide customer service in addition to technical solutions.
Our Introduction To The World Of The Service Desk (30 Minutes) is suitable for anyone who is new to the Service Desk or requires training about the Service Desk.
Our Introduction To The World Of The Service Desk (30 Minutes) will provide you with 30 minutes of content and culminates with a 20-question assessment at the end to test your knowledge.
The more a Service Desk knows, the better the team can help improve an enterprise’s operational efficiency. Trained IT service desk personnel will be able to continuously review IT resolution procedures to determine if their approaches are suitable to fix a company’s IT-related issues.
The more a Service Desk knows, the better the team can help improve an enterprise’s operational efficiency. Trained IT service desk personnel will be able to continuously review IT resolution procedures to determine if their approaches are suitable to fix a company’s IT-related issues.
In order to access the Introduction To The World Of The Service Desk (30 Minutes) you will need the following:
• Email Address
• Access To The Internet Via A Browser
• Speakers Or Headphones
There are no mandatory prerequisites for the Introduction To The World Of The Service Desk (30 Minutes).
Our Introduction To The World Of The Service Desk (30 Minutes) does not require any existing knowledge of Service Desks or ITIL®.
Our Introduction To The World Of The Service Desk (30 Minutes) will provide you with 30 minutes of content and culminates with a 20-question assessment at the end to test your knowledge.
If you pass the assessment with 80%, you will be awarded a Certificate Of Attendance.
No Exam
There are no Professional Qualification Credits attached to the Introduction To The World Of The Service Desk (30 Minutes).
Introduction To The World Of The Service Desk (30 Minutes): Certificate Of Attendance
You will have received a great introduction to the Service Desk.