IT Service Management and Help Desk Operations
TGS-2023038592
Course Overview
As organisations continue to rely heavily on technology, ensuring smooth and efficient IT operations is paramount. Dive into the dynamic world of IT Service Management and Help Desk Operations with this comprehensive 2-day course.
This course aims to equip you with a deep understanding of IT service management frameworks, emphasising the pivotal role of ITIL (Information Technology Infrastructure Library) in optimising IT service delivery. Gain insights into the role and responsibilities of help desk operations, mastering the art of providing impeccable technical support to end-users.
Furthermore, the course delves into the practicalities of incident management, teaching you how to manage tickets, prioritise incidents, and resolve issues adeptly, all within the bounds of service-level agreements. By integrating real-life scenarios, you will hone your skills in applying incident management processes, ensuring you are well-prepared to address and rectify IT challenges in any organisational setting.
Course Duration
2 Days
Total Training Duration (Hour)
16 Hours
Course Outline
Introduction to IT Service Management Frameworks
- What are IT Service Management Frameworks?
- Why are IT Service Management Frameworks important?
Help Desk Operations and Incident Management
- Introduction to Help Desk Operations
- Helpdesk vs Service Desk
- Help Desk Operations Overview
- Incident Management Procedures
- Ticket Creation, Assignment and Escalation
- Hands-on Activity: Managing Help Desk Tickets
Simulated Incident Management Scenario
- Introduction to the Simulated Incident Environment
- *Participants to troubleshoot their own systems (bring from home) or sample systems will be provided
Certification Obtained and Conferred by
Upon successful completion of the IT Service Management and Help Desk Operations course assessment, participants who have attended at least 75% of the course will receive a Certificate of Attendance by @ASK Training.
Course Learning Outcome
Upon completion of this course, trainees should be able to:
- Discuss the essence and significance of IT service management frameworks, explicitly emphasising the role of ITIL in enhancing IT service delivery while identifying its core components and advantages.
- Recognise the critical role of help desk operations in end-user support, effectively manage and prioritise incidents, and apply robust incident management processes to reduce downtime and ensure adherence to service-level agreements.
- Demonstrate the ability to apply incident management processes in simulated IT scenarios, collaboratively address incidents within a team, and uphold service desk quality by effectively tracking and adhering to service level agreements.
Pre-requisites
To enroll in this IT Service Management and Help Desk Operations course, you should possess the following:
- 1 GCE ‘O’ level or equivalent; OR
- NITEC/Higher NITEC; OR
- Mature candidates (≥ 30 years old with 8 years’ work experience in an ICT-related field); OR
- Candidates with other qualifications will be considered on a case-by-case basis
Course Pre-Requisites
Price
| Course Fee Payable | ||
|---|---|---|
| Original Fee | Before GST | With GST (9%) |
| Course Fee | $550.00 | $599.50 |
| Individual Pricing (Fee payable to Training Provider) | Before GST | With GST (9%) |
| SCTP >=40 years old | $55.00 | $69.85 |
| SCTP >=21 years old | $165.00 | $179.85 |
| Corporate Pricing (Fee payable to Training Provider) | ||
| SME | Before GST | With GST (9%) |
| CET SME | $55.00 | $69.85 |
| Non-SME | Before GST | With GST (9%) |
| CET Non-SME >=40 years old | $55.00 | $69.85 |
| CET Non-SME | $165.00 | $179.85 |
Please note that prices are subjected to change.
