Service Desk Operations and Management with ITIL4

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Samir Faraj

2:48:01

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1. Introduction

1. General Information.mp4

04:35

2.1 SD ITIL4 ALL SLIDES-v.1.0.pdf

2. Download the Course Slides!.html

3. SMC Case Study.mp4

07:42

2. Service Desk with ITIL4

1.1 1 SD - TOQ - ANSWERS - GENERAL OVERVIEW.pdf

1. Service Desk General Overview.mp4

16:06

2.1 2 SD - TOQ - ANSWERS - Practice Success Factors.pdf

2. SD - Practice Success Factor.mp4

17:03

3. SD - Value Stream and Processes - Part 1.mp4

00:33

4. SD - VS&P - User Query Handling - Part 2.mp4

06:30

5. SD - VS&P - Communicating To Users - Part 3.mp4

11:34

6. SD - VS&P - Service Desk Optimization - Part 4.mp4

04:38

7. SD - VS&P - Practical Example - Part 5.mp4

08:45

8. SD - Value Stream and Processes - Part 6.mp4

10:49

9.1 9 SD - TOQ - ANSWERS - ORGANIZATIONS AND PEOPLE PART 1.pdf

9. SD - Organizations and People - Part 1.mp4

09:35

10. SD - Organizations and People - Part 2.mp4

20:01

11. SD - Information and technology.mp4

19:22

12.1 11 SD - TOQ - ANSWERS - PARTNERS AND SUPPLIERS.pdf

12. SD - Partners and Suppliers.mp4

04:22

13.1 12 SD - TOQ - ANSWERS - CAPABILITY ASSESSMENT AND DEVELOPMENT.pdf

13. SD - Capability Assessment and Development.mp4

22:35

14.1 13 SD - TOQ - ANSWERS - RECOMMENDATIONS FOR SERVICE DESK PRACTICE SUCCESS.pdf

14. SD - Recommendations for practice success.mp4

03:51

Description

Enhance IT Support with Service Desk: Operations, Strategy, ITIL4 Practices, and Customer Satisfaction Techniques

What You'll Learn?

Understand ITIL4 Fundamentals: Gain a solid understanding of ITIL4 principles and how they apply to service desk operations.
Service Desk Management Skills: Learn to manage service desk operations effectively, including incident and request handling.
Improve Customer Satisfaction: Develop strategies to enhance customer satisfaction and streamline service delivery.
Prepare for ITIL4 Exams: Acquire the knowledge and skills needed to succeed in ITIL4 Service Desk certification exams.
Enhance Problem-Solving Abilities: Build effective problem-solving skills to manage complex issues and improve service desk performance.
Master the Capability Maturity Model: Understand and apply the Capability Maturity Model to assess and improve the service desk's maturity levels.
Identify Success Factors: Learn key success factors for optimizing service desk practices and achieving goals.

Who is this for?

IT Professionals: Those looking to advance their careers by mastering ITIL4 service desk practice.

ITIL4 Foundation Certified: Individuals who have completed the ITIL4 Foundation course and want to deepen their understanding of service management.

Service Desk Managers and Support Staff: Current service desk managers and support staff aiming to improve problem-solving abilities and enhance customer satisfaction.

IT Practitioners: IT practitioners who want to implement ITIL4 best practices to optimize service desk operations.

Career Changers: Those seeking to transition into a service desk role with a strong foundation in IT service management skills.

What You Need to Know?

ITIL4 Foundation Certification: Completion of the ITIL4 Foundation course is required.

Basic IT Knowledge: Familiarity with basic IT concepts and terminology.

Experience in IT Support: Prior experience working in an IT support or service desk role is beneficial but not required.

Access to a Computer: A computer with internet access is necessary for accessing course materials and participating in online activities.

More details

Description
Course Description:
Are you ready to elevate your IT service management skills and make a significant impact on your organization? Join us for "Service Desk Operations and Management with ITIL4 " a comprehensive course designed to empower IT professionals with the latest insights and strategies in the ITIL 4 framework.
This UNOFFICIAL course is not affiliated with or endorsed by Axelos and does not offer any accreditation or associated PDUs.

Course Overview
This course is tailored for IT professionals, managers, and team leaders looking to master the Service Desk component of ITIL 4. We delve deep into practical applications, offering real-world insights through a case study of a hospital's IT transformation journey.

What You'll Learn
Service Desk Operations: Establish a Service Desk as the single point of contact for all IT-related issues, focusing on triaging, routing, and resolving incident and problem tickets effectively.
Service Desk Best Practices: Implement best practices for managing service requests and enhancing user experience through efficient service desk operations.
Improving Communication: Learn how to facilitate communication between IT teams and users, ensuring timely updates and resolutions.
Benefits of Attending
Real-World Application: Gain practical insights from a real-world hospital case study that you can apply within your organization.
Career Advancement: Enhance your career prospects with skills highly sought after in the IT service management field.
Expert Guidance: Learn from seasoned IT professionals with hands-on experience in ITIL 4 implementation.
Who Should Attend
IT professionals seeking to deepen their understanding of Service Desk practices.
IT managers and team leaders aiming to implement effective service desk operations within their organizations.
Individuals with ITIL 4 Foundation certification looking to advance their skills.
Prerequisite
ITIL 4 Foundation Certification: This course builds on the foundational knowledge from the ITIL 4 Foundation certification.
Note. If you have already enrolled in my course, "Achieving Operational Excellence with ITIL 4," you do not need this course, as it is a subset of the original course material.

Enroll today and become an ITIL 4 expert ready to drive operational excellence in your organization!
Witness the real-world impact of Service Desk practices through our transformative case study and elevate your IT service management skills.
Who this course is for:
IT Professionals: Those looking to advance their careers by mastering ITIL4 service desk practice.
ITIL4 Foundation Certified: Individuals who have completed the ITIL4 Foundation course and want to deepen their understanding of service management.
Service Desk Managers and Support Staff: Current service desk managers and support staff aiming to improve problem-solving abilities and enhance customer satisfaction.
IT Practitioners: IT practitioners who want to implement ITIL4 best practices to optimize service desk operations.
Career Changers: Those seeking to transition into a service desk role with a strong foundation in IT service management skills.

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Samir Faraj

Instructor's Courses

I am an ITIL 4 Expert and Strategic Leader with a wealth of experience in optimizing IT functions and leading successful IT projects from start to finish. With a strong technical background and a focus on results, I excel at creating and training cross-functional teams to meet short- and long-term business goals. I have a proven track record of effectively collaborating with cross-functional teams to maximize project resources and manage daily operations, as well as a skill for communicating with senior management to support strategic decision-making. In addition to my IT expertise, I am also proficient in web design, SEO, digital marketing, eCommerce, and social media marketing (including Google AdWords and platforms like Twitter, Facebook, Instagram, and LinkedIn). As a mentor and trainer, I have a passion for providing exceptional IT services that meet or exceed company standards.

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