Learn to manage an IT service desk. Get industry-proven methodologies and tools to manage staffing, processes, and quality control.
Overview
Syllabus
Introduction
- Welcome
- What you should know
- Evolution of the service desk
- Service desk frameworks
- Service desk models
- Definitions, terms, and language
- People, process, and technology
- 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
- Defining processes and understanding their importance
- Overview of service level agreements
- Overview of incident management requests
- Overview of processes
- Process blueprints
- Technology overview
- Telephony systems
- Service management systems
- Self-service components
- Defining and measuring quality
- Policies and procedures
- Developing a quality mindset
- Developing a quality program
- 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
- Next steps
Taught by
Fancy Mills-Knebel