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所在平台: Udemy |
课程主页: https://www.udemy.com/course/service-desk-management-160-practice-questions/
课程评论：没有评论
**课程名称：** ITIL 4 服务台管理 - 160 道练习题 **课程概述：** 本课程提供 160 道 ITIL 4 服务台管理练习题，旨在帮助 IT 专业人士通过服务台实践的认证考试。课程包含 6 套测试，每套测试 20 道题（共 5 套），以及一套 60 道题的测试。通过本课程，学员将能够证明并验证他们在服务台管理领域特定实践方面的技能，深入理解服务台在战略和操作层面的概念，最大化该实践领域的价值。 **课程内容涵盖：** * **服务台入门：** 理解服务台实践的目的、描述、关键概念、原则、价值和挑战，熟悉常用术语，明确服务台实践的范围，以及解释实践成功的关键因素和衡量指标。 * **价值流和流程：** 学习为实现服务台目的所需的流程，以及价值流对服务台的贡献。 * **组织和人员：** 了解服务台的角色、能力、职责，以及组织结构和团队建设。 * **信息和技术：** 掌握信息交换、自动化和工具在服务台中的应用。 * **合作伙伴和供应商：** 学习服务台活动的执行，以及软件工具的提供和咨询服务。 * **能力评估与发展：** 评估服务台的能力水平，进行自我评估，并了解服务台能力的发展。 * **实践成功建议：** 提供服务台实践成功的相关建议。 **考试详情：** * **题型：** 选择题 * **通过分数：** 13/20 (65%) * **考试时长：** 30 分钟 * **考试形式：** 闭卷
Service Desk Management Practice questions, with 6 Tests with 160 QUESTIONS each to definitively pass in the exam.5 tests X 20 questions + 1 test X 60 questions.The Practitioner: Service Desk practice module is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the concepts covered in the Service Desk practice at both strategic and operational levels maximizing value from this practice area. This includes understanding of the Service Desk practice as the entry point and point of contact between the service provider and users.Define the key concepts, principles, value and challenges of Service DeskCapture demand for incident resolution and service requestsEstablish and maintain communication channels and interfaces between the service provider and usersEnable effective, efficient, and convenient communications between the service provider and its usersApply Service Desk metrics to improve performanceMeasure, assess and develop the Service Desk practice capability in your organisation by using the Maturity Model.20 questionsMultiple choice13 out of 20 marks required to pass (65%)30 minutesClosed book. Service Desk Training OutlineModule 1: Introduction to Service Desk PracticeUnderstanding the purpose and description of the Service Desk PracticeFamiliarizing yourself with the common terms and conceptsLearning the scope of the service desk practice areaExplain practice success factorsKey MetricsModule 2: Value Streams and ProcessesProcesses to fulfill the purpose of the practiceValue Stream ContributionModule 3: Organizations and PeopleRoles, competencies and responsibilitiesOrganizational structure and teamsModule 4: Information and TechnologyInformation exchangeAutomation and toolingModule 5: Partners and SuppliersPerforming service desk activitiesProvisioning of software toolsConsulting and advisoryModule 6: Capability Assessment and DevelopmentThe practice capability levelsCapability self-assessmentService desk capability developmentModule 7: Recommendations for Practice Success
