Duration
8.0 hours
Regular fee
$250
Objectives of the training
As the single point of contact with IT for all user requests, the Service Center supports a number of ITIL® processes. The set of resources proposed here is aimed at all people working in an IT department in charge of handling level 1 and 2 incidents, from the IT manager to the technician. The objective is to set up the processes of a Service Center using GLPI.Targeted audience
Computer scientistsPrerequisite
None.Trainers
Upcoming information
Course architecture
ITIL® Version 3 - The Service Desk
ITIL & the Service Desk - Overview
• Training objectives
• ITIL® Overview - The Approach
• ITIL® Reminder - The Lifecycle
• ITIL® Reminder - Processes
• Definitions
• Positioning
• Missions
• Responsibilities
• Three different concepts
• Stakes and answers
• Training objectives
• ITIL® Overview - The Approach
• ITIL® Reminder - The Lifecycle
• ITIL® Reminder - Processes
• Definitions
• Positioning
• Missions
• Responsibilities
• Three different concepts
• Stakes and answers
Supported processes
• Processes supported by the Service Center
• Incident management
• Request execution
• Access Management
• Standard Change Management
• Activities
• Processes supported by the Service Center
• Incident management
• Request execution
• Access Management
• Standard Change Management
• Activities
Organization
• Presentation
• Configuration
• Types of Service Centers
• Service Center Teams
• Service Desk Staff
• Organization
• Tools
• Implementation
• Presentation
• Configuration
• Types of Service Centers
• Service Center Teams
• Service Desk Staff
• Organization
• Tools
• Implementation
Conclusion
• ITIL & the Service Desk - A framework
Process deployment kit for GLPI - Service request, incident and problem management
• Foreword
• Service request management (SRM)
• Incident Management (IM)
• Problem Management (PM)
• Conclusion
• ITIL & the Service Desk - A framework
Process deployment kit for GLPI - Service request, incident and problem management
• Foreword
• Service request management (SRM)
• Incident Management (IM)
• Problem Management (PM)
• Conclusion
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quoteDuration
8.0 hours
Regular fee
$250
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quote