Managing an ITSM service desk

Day 1

Introduction to the service desk

• The role and importance of a service desk within a business.
• Main objectives:
  • supporting users;
  • managing incidents and requests;
  • improving customer satisfaction.
• The history of the support function.
• The evolution of practices and digital technologies.

Identifying support activities and roles

• Understanding core activities:
  • incident management;
  • service request management;
  • communication with users and customers.
• Understanding individual roles:
  • Level 1 and 2 help desk technicians;
  • service desk managers;
  • Level 1 and 2 support analysts.

Describing key service desk processes

• Managing incidents:
  • incident definition and life cycle;
  • prioritising and categorising incidents;
  • incident resolution and closure stages.
• Managing service requests:
  • the difference between incidents and service requests;
  • the service request life cycle;
  • methods for tracking and closing requests.

Day 2

Introducing support tools and technologies

• Using a ticket management system:
  • commonly used ticket management software;
  • core features: ticket tracking, knowledge management and reporting.
• Using a knowledge management system (KMS):
  • the importance of knowledge management for the service desk;
  • techniques for creating, storing and sharing knowledge.
• Understanding emerging technologies:
  • using artificial intelligence and chatbots;
  • automating support processes.

Understanding ITSM support best practices

• Applying ITIL™ 4 service desk best practices:
  • ITIL™ guiding principles;
  • aligning the service desk with ITIL™ processes.
• Measuring and evaluating support performance:
  • identifying relevant KPIs;
  • performance monitoring and reporting techniques;
  • KPI-based continuous improvement.

Problem and change management

• Addressing problems:
  • identifying and analysing recurring problems;
  • problem-solving techniques;
  • communicating and documenting solutions.
• Managing change:
  • the change management process: planning, assessment, approval and implementation;
  • change management roles and responsibilities.

Day 3

Staff training

• Developing technical and non-technical skills:
  • communication, problem-solving and stress management skills;
  • basic technical knowledge for IT support.
• Following a continuing training programme:
  • the importance of ongoing training;
  • ITIL™ 4 certifications and relevant qualifications.

Interacting with other IT functions

• Collaborating with other IT teams:
  • interacting with problem, change and configuration management.
• Communicating during escalation:
  • communication protocols with end users and IT teams;
  • escalation processes for complex incidents and problems.

Implementation guidance

• Steps for establishing an effective service desk.
• Key success factors and common obstacles.