EdistaLearning is happy to bring you the Service Desk and Incident Management course. You can access this course anytime‚ anywhere‚ through the Internet.

Introduction

Service Desk is the single point of contact through which all users report incidents
and problems. Incident Management is generally the first process that is started after
receiving a customer request on the Service Desk. Incident Management minimizes the
business impact of incidents by timely detection and resolution of incidents.

Course Benefits

After taking the course‚ you will be able to:

• Understand the basics of Service Desk.
• Understand the basics of Incident Management.

You receive a certificate of completion after successfully completing the course.

Course Highlights

Service desk enables organizations to achieve higher productivity‚ and therefore lower IT support costs.

Service desk can be of 3 types:

• Call center
• Help desk
• Service desk

A call center handles large call volumes‚ primarily telephone-based

Incident Management provides accurate information on the incidents that are occurring‚ which can be used for service improvement plans.

The goals of Incident Management are to restore service ASAP‚ minimize impact of incidents on the business‚ and ensure that service quality and availability meet SLA’s.

Incident Management’s responsibilities include:

• Incident detection & recording
• Classification and initial support
• Investigation & diagnosis
• Resolution & recovery‚ Incident closure
• Incident Control
• Incident ownership‚ monitoring‚ tracking & communication

Learner hours: 3 hours

Target Audience: Service Desk Analysts, Service Desk Managers, IT Service Managers, and Service Delivery Managers

Prerequisites: None

List Price: USD 70

EdistaLearning offers special incentives for purchases from developing nations and universities and discounts on bulk purchases.