Understand the role of support within the context of the organisations overall mission and strategic business goals
Determine the design and set-up of a successful support organisation based on proven strategies and known best practices
Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk.
Understand the importance of business and IT integration
Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities
Understand the importance and need for goals and objectives
Understand the importance of ensuring all staff are aware of the role they play in the business and why they do it
Determine the type and style of management reporting that best meets the organisation’s needs
Recognise and understand the importance of understanding our customer’s expectations and perceptions
Understand the benefit of using SLAs effectively as a service quality improvement tool
Understand the importance of a reward and recognition strategy and identify some different methods of reward and recognition
Determine how to develop a project plan to set-up or re-design the Service Desk
Identify the steps required in a project plan
Understand the importance of effective Process Management
Examine the ITSM processes with which the Service Desk has involvement
Determine the function of the Service Desk within the problem management process
Identify methods for setting priorities
Understand ways to maximize the use of knowledge management
Determine the importance of a good change management process
Understand the importance of clear and straightforward processes within the workplace
Determine the benefits of a problem management process, and its interfaces with other key processes
Understand the importance of root cause analysis
Review the importance and benefits of metrics as part of the customer service processes
Examine motivational theories and how they apply within the workplace
Identify the key skills and attributes required for Service Desk staff
Review work environment factors and their impact on staff motivation and behaviour
Determine different categories of skills and knowledge required by staff
Identify the core business knowledge, all staff should possess as a minimum
Determine the manner in which staff currently acquire their skills and knowledge
Understand the common QA practices used to assess, modify and improve IT services in order to meet and exceed customer expectations
Understand the role of benchmarking in the Service Desk environment in order to obtain a comparative evaluation of performance
Identify the commonly used Service Desk tools and technologies, their benefits and pitfalls
Examine the various knowledge tools available to the Service Desk
Identify which tools we use, which we need and why we need them
Understand the responsibilities of the Service Desk in contributing to IT and business objectives
Implement ways to recognize and promote the benefits a Service Desk brings to the business
Gain a basic understanding of financial principles and business awareness
Identify the skills required for the Service Desk team from the customer’s perspective and ours
Determine methods to recruit and retain talented staff
Identify the qualities that make for effective leadership and how to develop them
Determine how well we manage our time and develop ways for improving our time management skills
Understand the importance of continual personal development, continual learning and of staying current within the industry
Identify techniques for staff assessment and staff development
Yes, you get two kinds of discounts. They are group discount and referral discount. Group discount is offered when you join as a group, and referral discount is offered when you are referred from someone who has already enrolled in our training.
The trainer will give Server Access to the course seekers, and we make sure you acquire practical hands-on training by providing you with every utility that is needed for your understanding of the course.
The trainer is a certified consultant and has significant amount of experience in working with the technology.
Yes, we accept payments in two installments.
If you are enrolled in classes and/or have paid fees, but want to cancel the registration for certain reason, it can be attained within first 2 sessions of the training. Please make a note that refunds will be processed within 30 days of prior request.
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