ITIL® Service Desk Masterclass Training Course

This course is primarily aimed at Service Desk Managers and Supervisors

Introduction

It's often said that “The Service Desk is the window on IT", so it's worth ensuring that users can see what's on offer and the content is relevant to them now and in the future. It's also important that you operate as efficiently and effectively as possible to ensure that everyone see value for money.

The Masterclass will be flexible for different levels of expertise, from novice practitioners up to experienced specialists and even ITIL® Experts.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Not Included
1 Day
£245Excl. VAT

Course Outline

We will look at the common areas that are covered by a Service Desk, including but not limited to:

  • The role of the Service Desk in the Service Lifecycle
  • Selling the benefits of having a Service Desk
  • Self Service best practice and challenges
  • The underpinning Service Desk processes of Incident Management and Request Fulfilment
  • Process interfaces and dependencies
  • Service Desk structures
  • Roles and responsibilities
  • The communication role
  • The coordination role
  • Specific skill-sets
  • Managing service levels
  • The role of third parties
  • Escalation procedures
  • Major Incident Management
  • Correctly sizing the Service Desk
  • Satisfaction surveys
  • Handling disputes
  • The technology
  • Measuring performance, Metrics and KPIs
  • Reporting and dashboards
  • Ongoing continual service improvement
  • Current and future challenges
  • Description

    This course is primarily aimed at Service Desk Managers and Supervisors, but may be applicable to the aspiring Service Desk Analyst looking to acquire the skills to move to the next level. If you haven't reviewed how your service desk operates recently or are looking to do more with less, then this Masterclass for you.

    This Masterclass is also available as a single organisation 1 day workshop.

    About the Course

    In a single day we will take a pragmatic and in-depth look at the issues and challenges that the Masterclass delegates find most challenging

    Who Should Attend

    This course is primarily aimed at Service Desk Managers and Supervisors, but may be applicable to the aspiring Service Desk Analyst looking to acquire the skills to move to the next level. If you haven't reviewed how your service desk operates recently or are looking to do more with less, then this Masterclass in for you.

    Materials Provided

    Course manual and hand-outs will be provided

    Organisational Benefits

    Provides a better understanding of the application of guidelines and frameworks that help to deliver industry Best Practice within the Service Desk environment.

    Individual Benefits

    Learn all about the way a Service Desk should operate, as according to the ITIL® framework in order to make your job a little easier, thereby allowing you to focus on the areas that require attention.

    Prerequisites

    None required

    Prereading

    Not applicable

    Exam Overview

    Not applicable, there is no exam with this masterclass course

    Exam Type

    No Exam

    Professional Development Units - PDUs

    Not applicable

    Qualifications

    Not applicable

    Next Steps

    ITIL® Foundation course, or one of the Lifecycle intermediate courses if you already hold the Foundation certificate.

    Conclusion

    An excellent one-day summary of the Service Desk management area.

    ITIL® Service Desk Masterclass Course Dates

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