HELP DESK (ITHD) |
|
Format |
Classroom |
Duration |
3.0 Day(s) |
Description |
Help Desk Practitioner Certificate in view Learn to implement incident control activities, understand the available aids, communicate at agreed levels, and generate relevant management reports. Case study coursework assessed for certification. |
Audience |
The course, and the certificate, will be suitable for people with at least three years' IT experience, of which at least one year is in Service Management. |
Prerequisites |
IT Service Management Essentials (ITSME), or 2 years experience. |
Contents |
o Learn how to implement and review the processes necessary for effective & efficient management of incidents, thereby increasing response times to customers problems. o You will increase your understanding of the Help Desk as part of the Service Management lifecycle and will be able to improve the facility in which they work. o Learn how to create useful monitoring processes for the Help Desk. o Participants will be optimally prepared for the examination leading to the Help Desk Practitioner Certificate in IT Service Management. |
