This course is specially designed for help-desk agents and first-level support staff with focus on the Service Desk function, Incident Management, Change Management, Configuration Management and Problem Management processes.
Course Description -
This training is designed to give the IT help-desk and support staff an overview of ITIL and ITSM, and an introduction to the key ITIL processes which directly effect the help-desk staff namely Service Desk function, Incident Management, Change Management, Configuration Management and Problem Management functions.
Audience -
Technical Help Desk Staff / Personnel, Help Desk Analysts, Customer Support Staff directly affecting the help-desk staff.
Recognize the benefits of ITIL and ITSM for an organization.
Recall the concepts, objectives, activities, roles, relationships and metrics for Incident Management, Change Management, Configuration Management, Problem Management and Service Desk processes/ function.
Course Organization Logistics -
Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, Speakers or a headset, 1024X768 pixel resolution)
Broadband Internet connection.
Course/Student Material -
ITIL Key Definitions.
ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
