IIRF Online > Personal Development > Career Development > IT / Technical Support > IT service operations and Service Desk management
IT service operations and Service Desk management by Udemy
Improve Service Desk and IT support processes and service functions. Better preparation for the professional exam.
Course Highlights
- Develop procedures for Incident resolving
- Develop models for specific types of Incidents and Service Requests
- Define the Service Request fulfillment procedures
- Implement Problem Analysis tools
- Establish Problem solving procedures
- Manage Event management process
- Develop an appropriate Service Desk structure
- Define requirements for Service Desk Information system
Skills you will learn!
Curriculum
1 Topic
SLA as a law and a driver for Service operations
7 Topics
Incident Management
INCIDENT Management tasks
Problem management
Problem management assignment
Event management - Service monitoring and control
Serving user requests (RFS)
Develop a Request model
5 Topics
Service Desk
Service functions
Develop a Service Desk Structure
Requirements for software for Service Desk
Develop the MoSCoW requirements matrix for yours Service Desk software
IT service operations and Service Desk management
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