IT Service Desk: Service Management

Boost the value of your IT services by learning how to implement the latest service management best practices and processes.

Introduction

• Transform your service management
• What you should know

1. Overview

• Service management defined
• What is a service?
• Service management frameworks
• Key service desk practices
• Value creation

2. Service Level Management

• Service level management
• Service level management processes
• Service level management components
• Service catalog strategies

3. Incident Management

• Incident management
• Process components
• Establish a process
• Knowledge management

4. Problem Management

• Manage stakeholder expectations
• Manage process flow
• Problem management methodologies
• Problem management relationships

5. Change Management

• Change management practices
• Change management roles
• Change models
• Change relationships
• Change inputs and outputs

Conclusion

• Next steps