From the course: IT Service Desk: Service Management
What you should know
From the course: IT Service Desk: Service Management
What you should know
- Let's talk about how to get the most value out of this course. First, this course is specifically intended for leaders working in a variety of service desks, including help desks, support centers, and service desks. You may be supporting internal customers or external customers or both. At HDI, according to our research, there is a mix across all three levels of support. The service management practices, processes, and methodologies covered are applicable to all sizes and types of service desks. This course was also developed with all ranges of experience in mind. Regardless of your experience level, you will walk away with essential information and strategies to help improve or optimize your service management program. Let's refresh your existing knowledge and find new ideas that will help deliver value to your organization. As you take the course, think about your environment and how each principle applies. Also, keep an open mind and think about how you can apply these concepts to familiar situations for better outcomes. The goal of service management is to provide a framework or roadmap you can use to get to your desired outcomes. So take lots of notes. Write down questions and be sure to utilize the resources and handouts in the exercise files I've provided. Take time as you work through the course to focus on your action plan for implementing service management in your organization.
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Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
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