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所在平台: Udemy |
课程主页: https://www.udemy.com/course/itil-service-desk-a-set-up-guide/
课程评论：没有评论
**课程名称：ITIL 服务台运营：最佳实践** **课程概述：** 如果您对 IT 服务台/帮助台职业生涯感兴趣，正在负责搭建新的 IT 服务台/帮助台，或者作为管理者寻求最佳实践指导，那么本课程将是您的理想选择。服务台是 IT 服务提供商中最关键的部分，用户将在此与 IT 部门进行首次也是最经常性的互动，无论是通过事件响应还是服务请求。 本课程将深入探讨以下关键领域，帮助您构建一个能够满足最终用户需求的服务台： 1. **工作范围界定：** 明确服务台的功能定位，并将其体现在服务台的设计中。 2. **ITIL 与服务台：** 了解 ITIL 对服务台的定位和建议，以及服务台应承担的高层级活动。 3. **工作流分析：** 分析服务台通常会处理的各类工作。 4. **“左移”策略：** 如何确保服务台保持高效，以及如何让一线团队保持活力并持续学习新技能。 5. **团队管理：** 如何衡量团队绩效，以及更多内容。 **课程亮点：** 本课程强调**实践应用**，而非理论。讲师认为，在实际操作中，理论往往难以完全匹配，因此将通过实际应用帮助学习者获得更佳的学习体验。 讲师承诺将积极回应学习者在课程中的所有疑问，伴您一同学习。
Interested in a career on an IT Service / help desk?Are you tasked with setting up a new IT Service / Help desk? Or are you just looking for guidance on best practice as a manager?Then this course is for you!Service Desk is probably thee most important aspect of any IT service provider - it is the first part of a user journey where users will regularly interact with it whether its via an incident or an request. To ensure your Service Desk is set up right to meet the needs of your end users , this course will take you through some fundamental areas to consider:1. Scoping out your work - thinking about what will your service desk offer and reflecting that in the design of your service desk.2. ITIL and service desk - what does ITIL say about Service Desk and what activities at a high level should they do?3. Work streams - an analysis of typical work that a service desk will do.4. Shift left strategy - how do you ensure your service desk remains efficient and your 1st line team is engaged and always learning new skills?5. Team management - how do you measure performance?and much more!My main focus is always on practical application, less on theory. I feel this gives the learner a better experience as reality does not always meet theory in application.I hope you enjoy the course, and I will always respond to any questions you may have as you embark on this course!
