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Who should attend How to Manage an IT Help Desk
Managers of IT Service Management (ITSM) system, which includes the people, processes, products, and partners by using the IT Infrastructure Library® (ITIL).
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How to Manage an IT Help Desk  

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Managers of IT Service Management (ITSM) system, which includes the people, processes, products, and partners by using the IT Infrastructure Library® (ITIL).

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Seminar Summary:

Discover expert strategies to manage IT requests with greater efficiency and cost-effectiveness for higher end-user satisfaction (see full course description)

 
 
 

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Training Course Syllabus:


How to Manage an IT Help Desk  -  Discover expert strategies to manage IT requests with greater efficiency and cost-effectiveness for higher end-user satisfaction
 

The IT Help Desk is the Life-Source of Any Organization

The continual flow of information and communication is imperative for effective work, and depends on your team's ability to be competent and organized. If the IT department isn't operating smoothly, then technical issues can put business at a standstill — costing your organization time and money.

If your IT help desk needs help, then enroll today for solid tips and practical solutions for streamlining your help desk calls and ensuring each request gets completed on time. In one power-packed day, How to Manage an IT Help Desk will help you reorganize your IT Service Management (ITSM) system, which includes the people, processes, products, and partners by using the IT Infrastructure Library® (ITIL).

ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services throughout your organization. With help from our training expert and the ITIL, your help desk will run more efficiently and effectively than ever before!

Can you answer the following questions?

  • What vision is your organization striving to achieve, and where do the IT gatekeepers fit into that plan?
  • What steps does your IT department need to take to reposition your company to fit its image?
  • Where is your company now within its industry, and where could it be?
  • How will you know once you've succeeded?
  • What can the IT help desk do to help maintain company momentum and accomplish your organization's goals?

If any of the questions above have you searching for answers, then you owe it to yourself and your organization to seek out a better way to manage your IT help desk. This seminar will offer you a practical approach for getting your team in line, your procedures organized, your processes streamlined, and your coworkers on board.
 

How to Manage an IT Help Desk — Seminar Overview

Discover how these 11 ITIL categories will help you make your department more organized and efficient than ever before!
 

Help Desk Management

  • Handle urgent incidents and pressing requests easily
  • Create an interface for other ITSM processes, such as a single point of contact that will make it easier to maintain data integrity and streamline communication
  • Utilize incident controls and implement a life-cycle management system to log all service requests
  • Communicate project developments — and ensure the customer continually has access to progress reports


Incident Management

  • Restore normal service operations as quickly as possible
  • Minimize the negative effects on business operations
  • Ensure that the best possible level of service is maintained
  • Understand how Normal Service Operation functions within Service Level Agreement (SLA) limits


Problem Management

  • Resolve the root cause of frequent help desk hold-ups
  • Reduce the impact of problems that are caused by errors within the IT infrastructure — and prevent recurrence of these issues
  • Lessen the number and severity of IT problems within your organization
  • Record IT issues and make documentation available for help desk personnel to reference

 

Change Management

  • Ensure that standardized methods and procedures are used for efficient handling of all changes

  • Minimize disruption of current services

  • Utilize resources economically when allocating them for change


Release Management

 

  • Ensure the availability of licensed, tested, and version-certified software and hardware

  • Integrate proper software and hardware controls

  • Use quality-control methods to guarantee that all software meets the demands of your business processes during the development and implementation of new hardware and software

  • Design and implement procedures for the distribution and installation of changes to IT systems

  • Communicate and manage expectations of the user during the planning and rollout of new releases

  • Control the distribution and installation of changes to IT systems

  • Protect the live environment and its services through the use of formal checks and procedures


Configuration Management

  • Track all individual Configuration Items (CI) in a system

  • Establish and maintain consistency within your system through operational requirements, design, and function


Service Level Management

  • Identify, monitor, and review the levels of IT support specified in the Service Level Agreements (SLAs)

  • Ensure that arrangements are in place with internal IT support providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs)

  • Make sure agreed-upon IT services are delivered on time

  • Produce and maintain a service catalog — a list of standard IT service options and agreements

  • Create IT Service Continuity plans that support your organization's business strategy


Capacity Management

  • Control the costs of your help desk by assigning IT resources to business demands

  • Identify the needs and resources for application sizing, workload and performance management, modeling, and capacity planning


Service Continuity Management

  • Check that processes are put in place and managed to ensure that IT Services can recover and continue even if a serious incident occurs

  • Implement proactive measures — and reduce the risk of a disaster

  • Prioritize the activities to be recovered by conducting a Business Impact Analysis (BIA)

  • Perform a risk assessment for each help desk process to identify possible threats and vulnerabilities

  • Produce a contingency plan and evaluate the options for recovery

  • Test, review, and revise the plan on a regular basis


Availability Management

  • Address the ability of your IT help desk to perform at an agreed level over a period of time

  • Ensure your team can meet these conditions:

  •     Reliability - Ability to perform at an agreed level of output
        Maintainability - Ability to remain in or be restored quickly to a fully operational state
        Serviceability - Ability to maintain availability and function with a third party
        Resilience - Ability to regain operations and continue business in a timely manner
        Security - Ability to ensure confidentiality, integrity, and availability of data


Financial Management

  • Guarantee that the IT infrastructure is obtained at the most effective price, which does not necessarily mean cheapest

  • Calculate the cost of providing IT services

  • Recover service costs from third-party customers — and make certain you're paid on time

 

SEMINAR TIME:

Seminar Check-In: 8:30 AM    Seminar Class 9:00 AM to 4:00 PM

Seminar Summary:

Discover expert strategies to manage IT requests with greater efficiency and cost-effectiveness for higher end-user satisfaction (see full course description)

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