Objectives
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.
Is it for you ?
Computer scientists.
Prerequisite
None.
Your benefits
Content
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
Supported processes
- Processes supported by the Service Center
- Incident management
- Request execution
- Access Management
- Standard Change Management
- Activities
See more + / -
Organization
- 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
💡 Useful information
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Trainers
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
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