Module 1: Introduction to ITIL Service Desk Practice
- Understanding the purpose and description of the ITIL Service Desk Practice
- Familiarizing yourself with the common terms and concepts
- Learning the scope of the service desk practice area
- Explain practice success factors
- Key Metrics
Module 2: Value Streams and Processes
- Processes to fulfill the purpose of the practice
- Value Stream Contribution
Module 3: Organizations and People
- Roles, competencies and responsibilities
- Organizational structure and teams
Module 4: Information and Technology
- Information exchange
- Automation and tooling
Module 5: Partners and Suppliers
- Performing service desk activities
- Provisioning of software tools
- Consulting and advisory
Module 6: Capability Assessment and Development
- The practice capability levels
- Capability self-assessment
- Service desk capability development
Module 7: Recommendations for Practice Success