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LinkedIn Learning

IT Service Desk: Service Management

via LinkedIn Learning

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Overview

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Boost the value of your IT services by learning how to implement the latest service management best practices and processes.

Syllabus

Introduction
  • Transform your service management
  • What you should know
1. Overview
  • Service management defined
  • What is a service?
  • Service management frameworks
  • Key service desk practices
  • Value creation
2. Service Level Management
  • Service level management
  • Service level management processes
  • Service level management components
  • Service catalog strategies
3. Incident Management
  • Incident management
  • Process components
  • Establish a process
  • Knowledge management
4. Problem Management
  • Manage stakeholder expectations
  • Manage process flow
  • Problem management methodologies
  • Problem management relationships
5. Change Management
  • Change management practices
  • Change management roles
  • Change models
  • Change relationships
  • Change inputs and outputs
Conclusion
  • Next steps

Taught by

HDI and Fancy Mills-Knebel

Reviews

4.6 rating at LinkedIn Learning based on 1115 ratings

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