ITIL based Service Desk :: Business Beam (Pvt.) Limited.

ITIL based Service Desk

Offerings in 2010
Regular Program (2-days, 9:30 AM to 5:30 PM)
Location	Dates
Karachi Islamabad	April 20 to 21 April 27 to 28

REGISTER ONLINE or CONTACT NEAREST CENTER

Introduction
Service Desk in most important part of any organization, as this is the "Customers" and "users" interface with the whole range of IT services offered by an organization and providing Single Point of Contact (SPoC) for the users and resolving service interruptions as quickly as possible.

As the Service Desk is at the heart of most ITIL processes and operations, this 2-day training program equips you with the concepts, knowledge, skills and best practices used worldwide in IT Service Desks. Offering support staff clear targets and operational deliverables to achieve service excellence and best practice, as well as business efficiency and quality, this training is invaluable to every organization who wants to improve their Service Desk.

Contents

Introduction of Service Desk and ITIL
- Introduction of Service Desk
- Basic concepts in Service Desk
- Types of Service Desk
- Benefits of Service Desk
- Introduction to ITIL
- Background and Service life cycles of ITIL
ITIL Processes in Service Desk
- Incident documentation
- Incident management
- Request Fulfillment
- Service level management
- Escalations
- Status updates
- Problem management
- Change Management
- Knowledge Management
- Security Management
- IT service Continuity Management
Skills
- Communication
- Verbal and non-verbal skills
- Listening skills
- Written communication skills
- Questioning skills
- Problem solving skills
- Rapport techniques
- Negotiation and conflict
- Resolution skills
- Call management skills
- Stress management skills
- Time management skills
- Positive approach and attitude
- Call handling process
Professionalism
- Profile of Service Desk Professional
- The Service Desk
- Service Commitment and Ethics
- Service Attitude
- Team Work
- Business Relationship
- Cultural sensitivity and Global perspective
Metrics
- Quality assurance
- Customer satisfaction survey
- Service measurements and statistics
- Performance metrics
Supported technologies and enabling tools
- Service desk technologies and tool
- Supported services
- Telephony
- Self-service Technology
- Self healing technology

Benefits
The participants will learn:

Concepts and Best practices of ITIL based Service Desk

How to apply those concepts in your own environment

Better Customer care, leading to greater satisfaction and loyalty

Proactive service support

Recommended Participants
IT staff assigned on Service Desk as Help desk advisor, Service desk representatives, Service desk Professional, and Service desk analysts.

Prerequisite
At least one year of experience at IT Support or Service Desk is desirable, but not mandatory.

Materials Provided

Course reference manual containing printed copies of presentation, notes and exercises

Course certificate

PDUs Assigned
This course qualifies for Fourteen (14) Professional Development Units (PDUs) from the Project Management Institute (PMI), USA.

Course Fee
Rs. 19,000 per participant

This course may also be offered by arrangement at customer sites. E-mail training@businessbeam.com or call +92-21-34559076, 34316494 for details.

Questions about this Course?
Please see our Frequently Asked Questions section for answers to some of the more common inquiries about Business Beam�s Executive Training Programme.

Note: Mentioned details are tentative. Business Beam (Pvt.) Limited reserves the right to change the schedule, cost and other details without any prior notice.

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