IT Service Desk: Management Fundamentals
- Offered byLinkedin Learning
IT Service Desk: Management Fundamentals at Linkedin Learning Overview
Duration | 3 hours |
Total fee | ₹899 |
Mode of learning | Online |
Difficulty level | Beginner |
Credential | Certificate |
IT Service Desk: Management Fundamentals at Linkedin Learning Highlights
- Earn a certificate of completion
IT Service Desk: Management Fundamentals at Linkedin Learning Course details
- This course covers the processes and tools new IT managers need to manage service desk staff and make service desk-related system decisions for the company
- First, get familiar with different service desk staffing models and processes
- Learn about the telephony systems and software—including social media management tools—that a service desk requires
- Find out how to develop a system to ensure quality and define metrics to measure success
- Plus, learn how to build important relationships with customers, within the team, and with other IT groups at your company
IT Service Desk: Management Fundamentals at Linkedin Learning Curriculum
Introduction
Welcome
What you should know
1. What Is a Service Desk?
Evolution of the service desk
Service desk frameworks
Service desk models
Definitions, terms, and language
People, process, and technology
2. Service Desk: The People
Staffing considerations: Asking the right questions
Staffing considerations: Data collection and methodology
Staffing requirements: Shrinkage
Defining people skill requirements
Learning and training requirements
Developing ongoing training
Mentoring
Coaching
3. Service Desk: The Processes
Defining processes and understanding their importance
Overview of service level agreements
Overview of incident management requests
Overview of processes
Process blueprints
4. Service Desk: The Technology
Technology overview
Telephony systems
Service management systems
Self-service components
5. Service Desk Quality
Defining and measuring quality
Policies and procedures
Developing a quality mindset
Developing a quality program
6. Building Relationships
Employee satisfaction
Process for building relationships
Communicating with customers
Measuring customer satisfaction: CSAT and NPS scores
Customer effort score (CES)
Interacting with other IT groups
Other courses offered by Linkedin Learning
Student Forum
Anything you would want to ask experts?