ITIL Service / Help desk operations - an overview

A overview of how an ITIL service / help desk operates and how to manage them

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Last Updated: 2024-01-12 11:01:00 English Course Type: Self Learning

An overview of BAU activities
Activities as a manager you will need to conduct
Strategic insights for the development of a service / help desk

Want a career in the IT industry and looking to start in an ITIL service desk?

Are you looking to set up your own service desk?

This course is for you!

I will take you through everything you need to know to working, managing , or setting up a service desk including:

1. Scoping out the service

2. BAU activities your team should be doing

3. Shift left strategies for ensuring your team are empowered and knowledgeable

4. Managing a Service Desk and the activities it includes

5. Request management

And much more!

No requirements

Someone interested in a career in an ITIL service desk
Contractors looking to set up a new ITIL service or help desk
ITIL learners

Section 1 : Introduction 3 Lectures 00:17:00
Lecture 1 :
Introduction Preview
Lecture 2 :
What ITIL says about Service Desk
Lecture 3 :
Terminology and basics of Service Desk
Section 2 : Scoping out the services you offer 1 Lectures 00:11:15
Lecture 1 :
Scoping out your delivery
Section 3 : BAU Operations of Service Desk and its management 4 Lectures 00:54:23
Lecture 1 :
Call handling questions
Lecture 2 :
BAU operations and logistics
Lecture 3 :
Managing a service desk
Lecture 4 :
Request Management
Section 4 : Summary 1 Lectures 00:02:37
Lecture 1 :
Summary

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