ITIL Training Overview
Designed for up to five days of Help Desk Technology classroom training, this course guarantees a successful training and learning experience. This open, modular instructor-led guide was developed for quick scanning in the classroom and is filled with interactive exercises.
Course duration
5 Days
ITIL Training Course outline
Unit 1: Help desk: tools and technology
- Topic A: Technology and its challenges
- Topic B: Types of support tools
- Topic C: Developing versus buying tools
- Topic D: Understanding why tools fail
Unit 2: Support environments and processes
- Topic A: Support environments
- Topic B: Internal support processes
- Topic C: External support processes
- Topic D: Support process challenges
Unit 3: Common software tools and features
- Topic A: Characteristics of all support software
- Topic B: Features of call logging software
- Topic C: Features of problem management software
- Topic D: Problem resolution elements
Unit 4: Performance and reporting tools
- Topic A: Reports quantify performance
- Topic B: Commonly collected statistics
- Topic C: Report software features
Unit 5: Call management software and problem resolution software
- Topic A: Call management software
- Topic B: Problem resolution software
- Topic C: Problem resolution methods
Unit 6: Asset and change management tools
- Topic A: The importance of asset management
- Topic B: Asset management software
Unit 7: Using alerts and notification tools for support
- Topic A: Understanding how service level management uses alerts and notifications
- Topic B: Understanding technologies for customer notifications
Unit 8: Using telephone-based technology
- Topic A: Understanding the core feature of modern telephone technologies
- Topic B: Working with additional telephony technology
Unit 9: Planning office space in the support environment
- Topic A: Managing the work environment
- Topic B: Understanding individual workplace elements
Unit 10: Using additional level two and level three support tools
- Topic A: Understanding IT systems management
- Topic B: Managing advanced systems components
Unit 11: Using self-help tools
- Topic A: Understanding customer self-service
Unit 12: Understanding service technology trends and career resources
- Topic A: Understanding the expanding role of information management
- Topic B: Understanding professional certification
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