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
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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
100% online training. Accessible anytime, from anywhere, giving a one year of access to the training. If you have any questions regarding registration, the language of instruction, or cancellation policies, please consult our FAQ .
Trainers
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