TRAINING ROLE SERVICE DESK

Training Service Desk

Training Tujuan Dan Objektif Service Desk

agenda training service desk

Background

This course aims at raising individual’s understanding of, and competence in IT Service Management as described in the best practice or best framework such as in ITIL especially as related to service desk role.

This course provides IT practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful service desk role. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

The purpose of this course is to help the participants to define role of service desk and to comprehend anfd explain the

concept of service desk as a practice, and moreover is to certify that the candidate has gained knowledge in service desk management, structure and basic concepts and has comprehended the core principles of service desk practices as referenced in the ITIL.

Objectives
* Explain the goal and objectives of the Service Desk
* Explain the goal and objectives of Incident Management
* Understand and explain processes, roles and functions, especially those related to Service Desk Incident Management (SDIM)
* Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to SDIM
* Develop and improve the customer and business focus of SDIM
* Use and apply the Incident Management Process to manage the resolution of incidents by the Service Desk and all other areas of IT
* Define Service Desk role requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment
* Implement and manage incidents through all stages of the incident lifecycle
* Develop and agree incident categories and priorities in collaboration with the relevant stakeholders
* Co-ordinate, schedule, target and focus resources on the resolution of incidents, based on priorities
* Be aware of the support tools and techniques available for the implementation and support of Incident Management and the Service Desk, where possible identifying and instigating improvements
* Practical analysis of incident records, reports and statistics and propose resolutions to reduce the number of incidents by proactively preventing potential incidents, in conjunction with Problem Management
* Produce SDIM reports for dissemination and interpret and use their contents
* Understand the interdependencies between SDIM and other IT areas and processes
* Assist with the planning and implementation of SDIM

Audience:
* Individuals who require a working knowledge of the industry best practice used in SDIM (Service Desk Incident Management), and how it may be used to enhance the quality of Information Technology Service Management (ITSM) within an organization.

* IT professionals who are working within an organization which has adopted and adapted some of these practices and are required to deliver or improve SDIM within an ongoing Service Improvement Programme (SIP), and applying them in a working environment

Course Contents Role Service Desk

1. Achieving Maximum Cost-Benefit in Service Desk Role such as:
2. Role Service Desk in:
3. Critical Success Factors in the Role of Service Desk
4. Key performance Indicators in the Role of Service Desk
5. Service Desk and IT Security
6. Service Desk Sofware
7. Case Study

Methods :
* Presentation
* Discussion
* Case Study

Lead Instruktur

Dr. Ir. Fauzi Hasan. MM, MBA, and Team

Jadwal Pelatihan agendatraining Tahun 2024 :

  • batch 1 : 23 – 25 Januari 2024
  • batch 2 : 6 – 8 Februari 2024
  • batch 3 : 5 – 7 Maret 2024
  • batch 4 : 23 – 25 April 2024
  • batch 5 : 6 – 8 Mei 2024 || 20 – 22 Mei 2024
  • batch 6 : 11 – 13 Juni 2024
  • batch 7 : 16 – 18 Juli 2024
  • batch 8 : 20 – 22 Agustus 2024
  • batch 9 : 17 – 19 September 2024
  • batch 10 : 8 – 10 Oktober 2024 || 22 – 24 Oktober 2024
  • batch 11 : 5 – 7 November 2024 || 19 – 21 November 2024
  • batch 12 : 10 – 12 Desember 2024

Catatan : Jadwal dapat menyesuaikan dengan kebutuhan anda dengan catatan kuota peserta minimum 2 (dua) peserta terpenuhi. agenda pelatihan role service desk

Biaya dan Lokasi Pelatihan : agenda training service desk terbaru

Lokasi : agenda training tujuan dan objektif service desk terbaru

· Jakarta : Hotel Amaris Kemang, Amaris Tendean,Trinity Hotel, Ibis Budget.

· Bandung : Hotel Santika, Hay Hotel,Ibis Style, Novotel Hotel, Golden Flower Hotel, 1O1 Hotel, Grand Tjokro Hotel, Tune Hotel, Four Point by Sheraton Hotel.

· Yogyakarta : Hotel NEO+ Awana, Cordela Hotel,Ibis Style, Boutique Hotel, Cavinton Hotel, Mutiara Hotel, Dafam Malioboro Hotel, Prima Inn Hotel .

· Surabaya : Novotel Hotel, Ibis Center Hotel, HARRIS Hotel, Favehotel, Alana Hotel .

· Malang : Amaris Hotel, The 1O1 Hotel, Ibis Style Hotel, El Hotel, Whiz Prime Hotel .

· Bali : Ibis Kuta, Fontana Hotel, HARRIS Hotel & Conventions .

· Lombok : Favehotel, Novotel Lombok, D Praya Hotel .

Catatan : Biaya diatas belum termasuk akomodasi/penginapan. agenda pelatihan service desk

Investasi Pelatihan Agenda Training : agenda training tujuan dan objektif service desk

1. Investasi pelatihan selama tiga hari tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.

2. Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.

Fasilitas Pelatihan Agenda Training : agenda training incident management

1. FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara)

2. FREE Akomodasi Peserta ke tempat pelatihan .

3. Module / Handout

4. FREE Flashdisk .

5. Sertifikat

6. FREE Bag or bagpackers (Tas Training) .

7. Training Kit (Dokumentasi photo, Blocknote, ATK, etc)

8. 2xCoffe Break & 1 Lunch, Dinner.

9. Souvenir .

By 4dm1n

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