IT service operations and Service Desk management

GroupLayout: "Service Your Users Right: Mastering IT Service Operations and Service Desk Management"

Course Overview 🎓✨

Are you ready to elevate your Service Desk and refine your IT support processes? With 15 years of hands-on experience as an ITSM consultant, I'm here to guide you through the intricacies of IT service operations and Service Desk management. This comprehensive course is designed to align with ITSM best practices, including the MoF (Microsoft Operations Framework), and will prepare you for professional exams at an intermediate level.

What You'll Learn 🚀

• Incident & Request Management: Master the art of classifying incidents and requests, and learn the nuances of major incident resolution. Create effective models for handling various user calls.
• Service Desk Efficiency: Gain insights into building monitoring tools within an IT service, understanding different types of events, and managing them effectively.
• Problem Management Mastery: Explore expert analysis techniques such as mind maps, Kepner Tregoe analysis, and the Five Whys to tackle complex issues.
• Service Desk Evaluation & Structure: Examine various Service desk models and learn how to implement best practices that align with your company's unique characteristics and IT department needs. Discover how to define work regimes like 5x8, 24x7, and develop a robust Service desk structure.
• MoSCoW Methodology: Learn to apply the MoSCoW prioritizing matrix to clearly define requirements for your Service desk and the supporting software systems.
• Real-World Practice: Engage in hands-on assignments supported by an ITIL Expert trainer, putting your learning into practice and solidifying your knowledge.

Key Takeaways 🌟

• Comprehensive Understanding: A detailed grasp of the key components of Service Desk and IT service operations.
• Practical Experience: Real-world assignments that mirror the challenges and complexities you'll face in your professional role.
• Exam Preparation: Tailored to enhance your preparation for ITSM intermediate level certifications, giving you a competitive edge.
• Best Practices Alignment: Learn how to align your Service Desk with industry best practices and standards.
• Strategic Implementation: Develop the ability to strategically implement ITIL processes in real-world scenarios.

Course Highlights 🔍

• Based on ITSM best practices & MoF(r)
• 15 years of practical experience as an ITSM consultant
• Detailed insights into Incident and Request classification
• Advanced techniques for managing major incidents
• Expert analysis methods for effective problem management
• Customized Service Desk models tailored to company specifics
• Work regime definitions (5x8, 24x7) & Service desk structure development
• Application of the MoSCoW prioritization matrix
• Supportive assignments with ITIL Expert guidance
• Enhanced preparation for ITSM intermediate level certifications

Join Us! 🎯

Embark on a transformational learning journey that will not only enhance your technical expertise but also equip you with the strategic skills to lead and manage high-performing Service Desks. With this course, you'll be well-prepared for the challenges of IT service operations and ready to take your career to the next level. 🌟

Note: This course description is tailored to provide an engaging and informative overview of the course content and benefits. It is designed to entice potential students by highlighting practical experience, real-world applications, and certification preparation, all while aligning with industry best practices.