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IT Service Desk: Service Management

via LinkedIn Learning

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Overview

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Boost the value of your IT services by learning how to implement the latest service management best practices and processes.

Syllabus

Introduction

Transform your service management
What you should know

1. Overview

Service management defined
What is a service?
Service management frameworks
Key service desk practices
Value creation

2. Service Level Management

Service level management
Service level management processes
Service level management components
Service catalog strategies

3. Incident Management

Incident management
Process components
Establish a process
Knowledge management

4. Problem Management

Manage stakeholder expectations
Manage process flow
Problem management methodologies
Problem management relationships

5. Change Management

Change management practices
Change management roles
Change models
Change relationships
Change inputs and outputs

Conclusion

Next steps

Taught by

HDI and Fancy Mills-Knebel

Reviews

4.6 rating at LinkedIn Learning based on 497 ratings

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