This program aims to provide a single point of contact to meet the communication needs of users and IT staff. “User” refers to the actual user of the service, this course allows to know the key concepts to apply the Service Desk role.
Aimed at
- The course is designed for new and experienced Service Desk Leaders, team managers or supervisors.
Duration
15 hours
Modalities
- On-site
- Virtual live through digital platforms
- On site
Includes
- 16 hours of training
- Trained instructors
- Participant's manual in digital format
- Certification Examination
- Proof of participation
Agenda
- Service Desk – Definition
- Help Desk – Differences
- Service Desk – Digital Transformation
- Service Desk Governance
- Mission and Vision Within the Service Desk
- Strategic Alignment with the Business
- Service Desk Success Factors
- Service Desk Objectives
- Understanding Globalization
- Service Desk -Social Responsibility
- Ethics and Morals
- Management Style
- Service Desk Planning
- Communication
- Leadership by Example
- Capabilities and Skills
- Coaching and Mentoring within the Service Desk
- Management
- Meetings
- Recruitment, Development and Retention
- Team Development
- Teamwork
- Conflicts
- Service Desk Point of View
- Service Desk Marketing
- Marketing – Service Desk Marketing
- Financial Management
- Financial Calculations
- Financial Budget
- Project Management
- Project Management Tools
- Service Desk Implemented as a Project
- RACI as a Service Desk Tool
- Global Standards and Practices
- ITIL 4
- ISO 20000
- DevOps
- DevOps and the Service Desk
- ChatBots
- Artificial Intelligence (AI) in the Service Desk
- Machine Learning
- Personal Data Protection – GDPR
- Big Data
- Telework
- Cybersecurity
- ITSM Toolset
- Technological Support
- Soursing Models
- Vested OutSourcing
- Scaling
- Structures
- ITSM
- Overview
- ITSM Key Concepts
- Service Certification
- Personnel Certification
- Satisfaction Survey
- Service Desk Attention
- Metrics
- Reporting
- Continuous Improvement
