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所在平台: Udemy |
课程主页: https://www.udemy.com/course/it-service-operations-and-service-desk-management/
课程评论：没有评论
课程名称：IT服务运营与服务台管理 课程概述： 本课程基于IT服务管理（ITSM）的最佳实践、微软的运营框架（MOF）以及作者15年的ITSM咨询经验，旨在提升服务台的表现。学员将学习到许多实用技巧，包括事件和请求分类、重大事件处理的具体特征，以及为特定用户呼叫创建事件和请求模型的实际操作。 在监控和事件管理部分，学员将掌握在IT服务中构建监控工具的最佳实践、事件类型及其管理方法。课程的故障管理部分主要为专家领域，学员将学习并实践专家分析的最佳实践，如思维导图、凯普纳-特雷戈分析法和五个为什么等。 课程将仔细研究不同类型的服务台，以及如何根据公司及其IT部门的特点实施最佳实践。学员将学习如何定义5x8、24x7等工作模式，并开发服务台结构。同时，课程还将介绍MoSCoW优先级矩阵，以定义服务台及其支持软件系统的需求。 在课程进行过程中，学员将参与到由ITIL专家培训师支持的作业练习中。完成所有内容后，学员将为专业的ITSM中级认证做好更充分的准备。
The course material is based on the ITSM best practices, MOF(r), and also my on 15 years experience as an ITSM consultant.In this course You learn a lot of tips & tricks to make Service Desk performance better. You learn Incident and Request classification, specific features of performing major Incident resolving. You learn and practice on creating Incident and Request models for certain types of user calls.While Monitoring/Event management studies You learn the best practices of building-in monitoring tools in an IT service, types of events, and management of them.Problem management is mostly an expert area. At the course students learn and practice best practices of expert analysis such as mind maps, Kepner Tregoe analysis, Five Whys, and others.Students will carefully examine different types of Service desk, and best practices of their implementation based on a company and its IT department characteristics. You learn how define 5x8, 24x7 and other work regimes, and develop a Service desk structure.You learn and try the MoSCoW prioritizing matrix to define requirements for a Service desk and supporting software systems.During the course You practice in assignments, which are supported by the ITIL Expert trainer.And after you learn all the previous items you become better prepared for professional ITSM intermediate level certifications.
