ITIL

ITIL for Help Desk Agents

DESCRIPTION | PURCHASE

Certification :: None
Duration :: 5 Hours
Course Delivery :: Self Paced E-Learning          

Course Introduction

This course is specially designed for help-desk agents and first-level support staff with focus on the Service Desk function, Incident Management, Change Management, Configuration Management and Problem Management processes.

Course Description

This training is designed to give the IT help-desk and support staff an overview of ITIL and ITSM, and an introduction to the key ITIL processes which directly effect the help-desk staff namely Service Desk function, Incident Management, Change Management, Configuration Management and Problem Management functions.

Audience

Technical Help Desk Staff / Personnel, Help Desk Analysts, Customer Support Staff directly affecting the help-desk staff.

Learning Objectives

At the end of this course, you will be able to:

• Identify the need for IT Service Management in your IT organization.
• Recall the major processes as covered in the ITIL Best Practices.
• Recognize the benefits of ITIL and ITSM for an organization.
• Recall the concepts, objectives, activities, roles, relationships and metrics for Incident Management, Change Management, Configuration Management, Problem Management and Service Desk processes/ function.

System Requirements 

• Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, Speakers or a headset, 1024X768 pixel resolution)
• Broadband Internet connection.

Course/Student Material

ITIL Key Definitions.

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