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This 5-day training course provides a comprehensive overview of IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL) framework. The course is designed for Helpdesk Specialists who are responsible for providing IT support and service to customers and users. The course covers the principles, processes, and practices of ITSM and ITIL, and focuses on the role of the Helpdesk Specialist in delivering effective IT services.

Outputs

Upon completion of this course, participants will be able to:
- Explain the fundamental concepts and practices of IT Service Management and ITIL
- Describe the key roles and responsibilities of the Helpdesk Specialist in ITSM
- Apply ITIL best practices to the management of IT services
- Understand the Incident, Problem, and Change Management processes
- Describe the service level management process
- Use the ITIL service management framework to improve the quality of IT services

Objectives

The objectives of this course are to:
- Provide an understanding of IT Service Management and the ITIL framework
- Describe the key components and processes of ITIL
- Provide hands-on experience in applying ITIL best practices to the management of IT services
- Offer practical tips and techniques for managing incidents, problems, changes, and service levels
- Provide insights into the benefits of using ITIL in the management of IT services

Who Should Attend this course

This course is designed for Helpdesk Specialists who are responsible for providing IT support and service to customers and users. The course is also suitable for anyone interested in learning about IT Service Management and ITIL, including IT managers, system administrators, support analysts, and IT service delivery professionals.

Course Outline

Day 1: Introduction to IT Service Management and ITIL

- Overview of IT Service Management
- Introduction to the ITIL framework
- ITIL service management processes and functions
- The ITIL service lifecycle

Day 2: Incident and Problem Management

- Overview of incident and problem management
- Incident management processes
- Problem management processes
- Incident and problem management best practices

Day 3: Change and Release Management

- Overview of change and release management
- Change management processes
- Release management processes
- Change and release management best practices

Day 4: Service Level Management

- Overview of service level management
- Service level management processes
- Service level agreements and service level targets
- Service level reporting and monitoring

Day 5: ITIL Best Practices and Implementation

- Overview of ITIL best practices
- ITIL implementation strategies
- ITIL certification and accreditation
- Review and conclusion of the course

Throughout the course, participants will have the opportunity to work on practical exercises and case studies to apply the concepts and skills they have learned. The course will also include interactive discussions and opportunities for participants to share their experiences and insights.