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所在平台: Udemy |
课程主页: https://www.udemy.com/course/service-desk-and-itil-fundamentals/
课程评论：没有评论
课程名称：服务台和ITIL基础 概述：本课程的内容基于ITIL v3和服务台最佳实践，以及我作为IT专业人员20年的经验。在本课程中，您将学习许多细节，以理解和提升任何服务台/帮助台的表现。您将学习事件和请求的分类，以及主要事件解决的具体特点。在监控/事件管理的学习中，您将了解在IT服务中构建监控工具的最佳实践、事件类型及其管理方式。问题管理主要是一个专家领域，学生将仔细研究不同类型的服务台，以及根据公司及其IT部门特征实施的最佳实践。您将学习如何定义服务级别协议（SLA）、5x8、24x7等工作模式，并立即开发服务台结构。您还将学习如何定义服务台和支持软件系统的需求。
The course material is based on the ITILv3 and Service Desk best practices, Service Desk Departments within the organization, and also my 20 years of experience as an IT professional. In this course You learn a lot of details to understand and make any Service Desk/Helpdesk performance better.You learn Incident and Request classification, specific features of performing major Incident resolving. 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. 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 SLA's, 5x8, 24x7 and other work regimes, and develop a Service desk structure immediately. You learn to define requirements for a Service desk and supporting software systems.
