Emphasis
You will learn to define the Service Desk as the central contact location for all operative IT matters and to guarantee its requirements . The structures and the decision-making criteria for the implementation of a Single Point of Contact will be demonstrated in a practical manner and will be developed within the framework if examples.
You will plan the implementation of the Incident Management process and will learn how to simply determine the prioritisation and classification of faults on the basis of aids. You will learn to monitor the Incident Process over all three support stages and to safely conclude it.
You will learn to safely demarcate the activities involved in Problem Control and Error Control and to define the tasks of a pro-active Problem Management process. You will understand the demarcation of incidents and problems and will be able to implement these in practice. You will learn method for finding solutions to problems (Kepner and Tregoe Analysis, Ishikawa Diagram).
Learning goals
- The successful implementation of a Service Desk as the central and competent contact location for all users of IT-services
- The demarcation of incidents and problems
- The establishment of an effective and efficient Incident and Problem Management and the setting up of the corresponding management controls
- The identification of critical factor for success and the definition of the correct measurement criteria (Key Performance Indicators)
- Integration of the support process into the other ITSM disciplines
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