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

Introduces You To The Exciting World Of The Service Desk

No Exam
180 Days Access
£0 (Excl. VAT)€0 (Excl. VAT)$0 (Excl. VAT)

Introduction

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.

Instant Access Enquire Course Overview

Payment Details

Full payment is required before your elearning order can be processed. Once payment has been confirmed, the elearning order will be passed to our administration department for set-up and processing.

Access to Your E-Learning

A personal login for our Learning Management System will be created for you and you will receive an email containing details of the URL, username and password.

Please Note

* Depending on when the initial order is taken, it may take up to 48 hours to process.
* Your course access time will only trigger and commence when you first log in.

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

Description

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.

About the Course

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.

Who Should Attend

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.

Materials Provided

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.

Organisational Benefits

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.

Individual Benefits

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.

Technical Requirements

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

Prerequisites

There are no mandatory prerequisites for the Introduction To The World Of The Service Desk (30 Minutes).

Prereading

Our Introduction To The World Of The Service Desk (30 Minutes) does not require any existing knowledge of Service Desks or ITIL®.

Exam Overview

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.

Exam Type

No Exam

Professional Development Units - PDU's

There are no Professional Qualification Credits attached to the Introduction To The World Of The Service Desk (30 Minutes).

Qualifications

Introduction To The World Of The Service Desk (30 Minutes): Certificate Of Attendance

Next Steps

ITIL® 4 Foundation:

ITIL® 4 Foundation is the starting point in your ITIL® 4 certification journey and is the prerequisite for the ITIL® 4 Managing Professional and ITIL® 4 Strategic Leader training courses.

ITIL® 4 Foundation 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.

ITIL® 4 Managing Professional Designation:

ITIL® 4 Managing Professional targets IT practitioners working within technology and digital teams across businesses. The ITIL® 4 Managing Professional stream provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

ITIL® 4 Managing Professional consists of four modules:

ITIL® 4 Specialist Create, Deliver & Support
ITIL® 4 Specialist Drive Stakeholder Value
ITIL® 4 Specialist High Velocity IT
ITIL® 4 Strategist Direct Plan & Improve

To obtain the designation ITIL® 4 Managing Professional or ITIL® 4 Strategic Leader, you must complete all modules in each stream. ITIL® 4 Strategist Direct Plan & Improve is the universal module for both streams.

ITIL® 4 Strategic Leader Designation:

ITIL® 4 Strategic Leader recognises the value of ITIL®, not just for IT operations, but for all digitally enabled services. Becoming an ITIL® 4 Strategic Leader demonstrates that you have a clear understanding of how IT influences and shapes business strategy.

ITIL® 4 Strategic Leader designation consists of two modules:

ITIL® 4 Strategist Direct Plan & Improve
ITIL® 4 Leader Digital & IT Strategy

To become an ITIL® 4 Strategic Leader, you must complete all modules in the designation. ITIL® 4 Strategist Direct Plan & Improve is the universal module for both streams.

In addition, you must be able to demonstrate that you have a minimum of three year’s managerial experience to be eligible to take ITIL® 4 Leader Digital & IT Strategy.

Conclusion

You will have received a great introduction to the Service Desk.