Duration
8.0 hours
Regular fee
$250
Objectives of the training
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.Targeted audience
Computer scientists.Prerequisite
None.Trainers
Upcoming information
Course architecture
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
• 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
• Processes supported by the Service Center
• Incident management
• Request execution
• Access Management
• Standard Change Management
• Activities
Organization
• Presentation
• Configuration
• Types of Service Centers
• Service Center Teams
• Service Desk Staff
• Organization
• Tools
• Implementation
• 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
• 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
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.
Request a quoteDuration
8.0 hours
Regular fee
$250
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.
Request a quote