ITILv2 for Help Desk Agents
 
 
Certification :: None
Duration :: 5 Hours
Course Delivery :: Self Paced E-Learning
Credits :: Not Applicable
PMI® PDUs: :: Not Applicable
LanguageCourse ID
EnglishITL9213E
SpanishITLS9213E
ChineseITLC9213E
JapaneseITLJ9213E
GermanITLG9213E
PortugueseITLP9213E
FrenchITLF9213E
  
 
purchase online
 
  
 

Course Description -

 
This course is specially designed for help-desk agents and first- level support staff with focus on the Service Desk function and the Incident Management, Change Management, Configuration Management and Problem Management processes. This training is designed to give the IT helpdesk and support staff an overview of ITIL® and ITSM, and an introduction to the key ITIL® processes which directly affect the help-desk staff.
 

Audience -

 Technical Help Desk Staff / Personnel, Help Desk Analysts, Customer Support Staff directly affecting the help-desk staff.
 

Learning Objectives -

 At the end of this course, you will be able to:
  • Identify the need for IT Service Management in your IT organization.
  • Recall the major processes as covered in the ITIL Best Practices.
  • 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/functions.
 

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.
  
 

Prerequisites -

 None
  
 

Course Student Material -

 Not Applicable
  
 

About the Examination -

 Not Applicable
  
 

Credits -

 Not Applicable
  
 

Modules -

 
  1. Service Desk
  2. Incident Management
  3. Service Level Management
  4. Problem Management
  5. Change Management
  6. Release Management
  7. Configuration Management
 

Ordering Options -

 
DescriptionCode
V2 For Help Desk Agents E-learning CourseITL9213E
  
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