ITIL Service Desk

Aims and Objectives
Appreciate how a customer focused Service Desk can help their customers.
Identify the essential ingredients needed for a Service Desk to be an effective interface between IT and the customer.
Explain why consistent quality service is necessary
regardless of which agent answers the telephone.
Use the contents of ITIL (Information Technology Infrastructure Library).
The de facto standard for Service Management to improve the service given by the Service Desk.
Justify ITIL as the framework for operating an effective Service Desk.

Target Audiences
This course is designed for staff who work on or are about to work on an IT Service Desk.

Prerequisites
None.

Course Content
Module 1: Introduction to ITIL and Service Management
Module 2: ITIL and Quality
Module 3: How the Service Desk interfaces with the other ITIL disciplines
Module 4: Reasons for a Service Desk
Module 5: Implementing an ITIL conformant Service Desk
Module 6: Setting objectives for a Service Desk
Module 7: Measuring performance and reporting
Module 8: Different types of Service Desk
Module 9: Qualities staff need to work on a Service Desk
Module 10: Customer focus
Module 11: Customer service
Module 12: Customer centric - the window into IT
Module 13: Incident Management - get the customer working asap
Module 14: Pressures of the modern Service Desk
Module 15: Problems that may be encountered when establishing a Service Desk
Module 16: Benefits of having a Service Desk
Module 17: Success ingredients
Module 18: KPIs and Critical Success Factors