Deploy an ITIL v3 service desk and configure GLPI for incident, request, and problem management
Un Centre de Services mal structuré, c'est des incidents non résolus, des utilisateurs frustrés et des équipes TI débordées. ITIL fournit le cadre, GLPI, les outils pour l'implanter concrètement. Cette formation permet de comprendre le rôle, les missions et l'organisation d'un Centre de Services selon les bonnes pratiques ITIL, puis de voir comment les processus de gestion des incidents, des requêtes et des problèmes peuvent être mis en œuvre avec GLPI.
Is it for you ?
Computer scientists.
Prerequisites
None.
What You'll Walk Away With
- ✓ Comprendre le rôle et les responsabilités d'un Centre de Services selon le cadre ITIL
- ✓ Structurer les processus de gestion des incidents et des requêtes de service
- ✓ Utiliser GLPI pour implanter concrètement les pratiques ITIL dans son organisation
Training content
1 ITIL® Version 3 - The Service Desk
2 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
3 Supported processes
- Processes supported by the Service Center
- Incident management
- Request execution
- Access Management
- Standard Change Management
- Activities
4 Organization
- Presentation
- Configuration
- Types of Service Centers
- Service Center Teams
- Service Desk Staff
- Organization
- Tools
- Implementation
5 Conclusion
- ITIL & the Service Desk - A framework
6 Process deployment kit for GLPI
- Service request, incident and problem management
- Foreword
- Service request management (SRM)
- Incident Management (IM)
- Problem Management (PM)
- Conclusion
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📌 Practical information
100% online training. Accessible anytime from anywhere for one year. If you have any questions about registration, the language of instruction, or the cancellation terms, please consult our FAQ
Trainers
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