T1002

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ITIL® Introduction for the Service Desk

The course "ITIL Introduction for the Service Desk function" is for you, especially anyone who works in a Service Desk, who want to have basic understanding of what the IT Infrastructure Library (ITIL) is. ITIL is a "Best Practice" which describes how IT organisations can develop, introduce and supply high quality services with efficient support. During the course we will go through ITIL's background and why an organisation should embrace, IT Service Management and ITIL.
The difference between this course and the ordinary ITIL Introduction is that it is based on the need of the Service Desk. The concept of the Service Desk is described and the processes of relevance for the Service Desk are covered.

Målgrupp

Den här kursen vänder sig till dig som arbetar i eller i anknytning till ett Service Desk och som vill lära dig mer om ITIL.

Kursmaterial

Digitalt kursmaterial på Svenska ingår

Objectives:

  • The ITIL terminology and the basic concepts and the main principles for IT Service Management
  • The structure of the ITIL framework: the Service Lifecycle and its different phases
  • The structure of different types of Service Desks
  • The purpose of the Service Desk
  • The main processes carried out by, or interfaced with, the Service Desk

Course outline:

  • ITSM - IT ServiceManagement
  • ITIL's background
  • The ITIL framework - The Service Lifecycle
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement
  • The Service Desk
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Event Management
  • Access Management
  • Other processes with relevant interfaces to the Service Desk

Objectives:

  • The ITIL terminology and the basic concepts and the main principles for IT Service Management
  • The structure of the ITIL framework: the Service Lifecycle and its different phases
  • The structure of different types of Service Desks
  • The purpose of the Service Desk
  • The main processes carried out by, or interfaced with, the Service Desk

Course outline:

  • ITSM - IT ServiceManagement
  • ITIL's background
  • The ITIL framework - The Service Lifecycle
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement
  • The Service Desk
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Event Management
  • Access Management
  • Other processes with relevant interfaces to the Service Desk
Kurs-ID: T1002
Längd: 1 dag
Kan betalas med:
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