Introduction To The Service Desk Online Workshop

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.

Our Introduction To The Service Desk Online Workshop will cover the following topics:

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

Our Introduction To The Service Desk Online Workshop is suitable for anyone who is new to the Service Desk or requires training about the Service Desk.

Our Introduction To The Service Desk Online Workshop will provide you with 30 minutes of content and culminates with a 20-question assessment at the end to test your knowledge.

In order to access our Introduction To The Service Desk Online Workshop, you will need the following:

• Email Address
• Access To The Internet Via A Browser
• Speakers Or Headphones

Our Introduction To The Service Desk Online Workshop. does not require any existing knowledge of Service Desks or ITIL®.

There is no recommended reading associated with our Introduction To The Service Desk Online Workshop.

There is no formal examination or certification associated with our Introduction To The Service Desk Online Workshop.

Our Introduction To The Service Desk Online Workshop 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.

Our three-day ITIL® 4 Foundation training course is the starting point in your ITIL® 4 certification journey and is the prerequisite for the ITIL® 4 Managing Professional (MP) and ITIL® 4 Strategic Leader (SL) training courses.

Our ITIL® 4 Foundation training course is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organisation embrace the new service management culture.

Our Introduction To The Service Desk Online Workshop will give you a great introduction to the Service Desk.