Incident Management and Service Desk Support Course
Incident Management and Service Desk Support Training
Incident Management and Service Desk Support training course helps professionals working at various IT service levels and in different teams.
Incident management and service desk support cover receiving and processing IT service requests to help customers and provide incident resolution.
The Incident Management and Service Desk Support training course provide learning on managing IT incidents. The training course offers an opportunity to understand in handling incidents professionally.
Incident Management and Service Desk Support training course is a foundational level course that covers IT operational processes, the hierarchy of service desk jobs and roles, responsibilities of a service desk manager, accountability chain, MOT potential, introduction to ITL, ISO and COBIT, hierarchy in Govern IT, process flow in Govern IT, ITSM framework, IT job levels and CPD cycles.
There is no exam associated with this training course.
Basic knowledge of incident management is beneficial but not essential for this course.
There is no exam for the Incident Management and Service Desk Support training course.
Course material included
- Incident Management Overview
- Support Desk Overview
- Development of roles and obligations
- Tools, Techniques and Methodologies
- Progression in career and related roles
- Case Studies for Service Desk Manager
This course is likely to add to the employment-related skills of the participants. The skills developed are likely to be used in the course of being an employee or working in a business.
- Service Desk Analysts
- IT Service Desk Analysts
- Network Service Desk Analysts
- Client Service Team Leaders
- IT Service Desk Technicians
- Front Line Services Agents
- Service Desk Team Leads
- Service Desk Specialists
- Overview of IT service management
- IT service management with incident management and service desk
- Practice with incident management and service desk
- Service desk and jobs working with purpose and objective
- Skills and responsibilities
- Dependencies and interfaces
- Moments of truth introduction
- Standards and references
- Practice with processes, procedures and frameworks
- Service Desk Tools
- Career growth and jobs
- Improvement of professional development
- Assessment and interview techniques
- Service desk manager works with major retail chains
- Service desk manager work with banks
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This training course does not have any exam associated with it
Course material in hardcopy is included. Full-time classroom courses include meals
Practise questions are provided for better understanding of the key concepts
Our trainers are highly skilled with expertise and extensive hands-on experience
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