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ITIL Service Operation Functions - Service Desk (2018)

8 Views· 20 Aug 2019
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Here's some of the cool stuff you'll learn in the video-

Service Desk -This is the single point of contact between the user and the IT department. The Service Desk processes inbound incidents, service requests, change requests, etc. The
Service Desk owns and executes incident management process and acts as a hub for all communications internal to IT Service Provider.

The four service desk organizational structure is better explained here:

FOLLOW THE SUN
A methodology for using service desks and support groups around
the world to provide seamless 24/7 service.

LOCAL SERVICE DESK
This is where a desk is co-located within or physically close to the
user community it serves.

CENTRALIZED SERVICE DESK
This reduces the number of service desks by merging them into a single,centralized location

VIRTUAL SERVICE DESK
Work from geographically-distant desks is coordinated to eectively result in a single, centralized service desk

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ITIL School (or ITIL Knowledgeshare) channel has been designed with an intention to share my knowledge purely to help others get ITIL 2011 Foundation concepts in an easy and faster way. ITIL® Foundation is the most widely acknowledged entry-level ITIL certification for IT professionals. Today’s IT departments need qualified experts who can deliver effective IT services.
This channel will include an overview of the ITIL V3 Lifecycle, Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement phases and show you how lifecycle stages are linked, processes involved, and best practices for enhancing the quality of IT service management to reduce costs and increase productivity.Also to the beginners and those aspiring to write ITIL 2011/V3 Foundation exam in 2018.

Who are Target audience?
Project Staff with job roles like IT Administrators, Technical Team Lead, IT Consultants, Server Administrators, Project Managers, Business Analysts& Architects.

ITIL 2011/V3 Foundation previous video links:
ITIL V3 Foundation Service Operation - Access Management (2018)
https://youtu.be/jjJGubGs1no

ITIL V3 Foundation Service Operation - Problem Management (2018)
https://youtu.be/7RDXfb9RMRU

ITIL V3 Foundation Service Operation - Request Fulfillment (2018)
https://youtu.be/Eb2BuMD_7YI

ITIL V3 Foundation Service Operation Processes - I (2018)
https://youtu.be/DPLBb9CTOeI

ITIL V3 Foundation Service Operation Overview (2018) https://youtu.be/9Ci0wOafaCM

ITIL V3 Foundation Service Transition Processes - I (2018)
https://youtu.be/rGb2tyj45OE

ITIL V3 Foundation Service Transition Introduction
https://youtu.be/Ajl-WaOCOi4

ITIL V3 Foundation Service Strategy Processes
https://youtu.be/KvreAp_thtA

ITIL V3 Foundation Service Strategy Introduction
https://youtu.be/m-phZTNAfy4

ITIL V3 Foundation Service Management
https://youtu.be/I2hLyex-t6A

ITIL V3 Foundation Process Functions and RACI
https://youtu.be/C_sRFWmxLZA

ITIL V3 Foundation Introduction
https://youtu.be/g_dVms32mCE

ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.

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