IT Service Desk: Service Management

English | 1h 24m | Video 720p | Subtitles

As technology continues to evolve, businesses are presented with both challenges and opportunities. Organizations now have access to all manner of innovative new tools; however, they also need to grapple with their customer's rapidly changing needs. As a leader working at a help desk, support center, or service desk, you must ensure that your service management practices keep up with the times. In this course, instructor Fancy Mills-Knebel details how to implement the latest service management best practices and processes to ensure that your IT services remain customer-focused and process-driven. Learn how to best approach incident management, problem management, and change management, as well as how to assess and improve your current program.

 

Topics include:

 

What is service management?

Service level management processes and components

Incident and knowledge management

Managing stakeholder expectations

Problem management methodologies 

Key metrics involved in change management

Inputs and outputs of change management

 

Homepage:

https://www.lynda.com/IT-tutorials/IT-Service-Desk-Service-Management/2820019-2.html