Information Technology

Learn how to improve user and customer experience, as well as the overall success of your service relationships.

1. Suitable for IT professionals.
2. Key Benefit Enhance Service Desk Operations
3. Module Practice-Based.
4. Exam available 9 languages.

What will you learn ?

Service Desk key concepts : Understand the purpose and key concepts of the Service Desk practice, including how it serves as the central point of contact between the service provider and the users, facilitating effective communication.

Practice success factors : Learn about practice success factors (PSF) and key practice metrics, which are essential for measuring the effectiveness of the Service Desk and ensuring it meets organisational and user needs.

Practice processes : Explore Service Desk processes, including key activities, and learn how to effectively integrate these processes into your organisation's value stream to enhance service delivery and user satisfaction.

Guiding Principles : Develop a mindset for adopting ITIL practices and adapting them to your specific needs with the seven guiding principles of ITIL 4.

Roles and competencies : Focus on key roles within the Service Desk practice, and see how to position the practice within your organisation. Understand the competencies required for these roles to ensure effective service management.

Information & Technology : See how information and technology can support and enable the Service Desk practice to deliver continuous improvements, streamline operations, and enhance the user experience through efficient service delivery.

Continuous Improvement : Focus on the central ITIL 4 concept of continuous improvement, and the ways in which organisations can iterate and adapt their processes and services.

Practice Success : Learn how to succeed with the Service Desk practice, understanding how it is supported by the ITIL guiding principles, which help ensure best practices are followed to achieve high-quality service management..

Partners and Suppliers : Explore the role of partners and suppliers in the Service Desk practice, understanding how to collaborate effectively with external entities to enhance service delivery and meet business objectives.

The ITIL Capability model : Discover how the capability criteria support the practice's capability development. Learn how to apply these criteria to develop a robust and efficient Service Desk that aligns with ITIL standards.

Four dimensions of service management : Explore the four dimensions of effective service management: organisations and people, information and technology, partners and suppliers, and value streams and processes.