ITIL Help Desk Operations: Best Practices – (Free Course)


What you’ll learn

  1. Understand the basics of a Service Desk
  2. What ITIL says about Service Desk
  3. Understanding logistics of a working Service Desk
  4. Reporting and other considerations when setting up your service desk

This course includes:

  • 1.5 hours on-demand video
  • 2 downloadable resources
  • Access on mobile and TV
  • Full lifetime access
  • Certificate of completion


Interested in a career on an IT Service / help desk?

Are you tasked with setting up a new IT Service / Help desk?


Or are you just looking for guidance on best practice as a manager?

Then this course is for you!

Service Desk is probably thee most important aspect of any IT service provider – it is the first part of a user journey where users will regularly interact with it whether its via an incident or an request.

To ensure your Service Desk is set up right to meet the needs of your end users , this course will take you through some fundamental areas to consider:

1. Scoping out your work – thinking about what will your service desk offer and reflecting that in the design of your service desk.

2. ITIL and service desk – what does ITIL say about Service Desk and what activities at a high level should they do?

3. Work streams – an analysis of typical work that a service desk will do.

4. Shift left strategy – how do you ensure your service desk remains efficient and your 1st line team is engaged and always learning new skills?

5. Team management – how do you measure performance?

and much more!

My main focus is always on practical application, less on theory. I feel this gives the learner a better experience as reality does not always meet theory in application.

I hope you enjoy the course, and I will always respond to any questions you may have as you embark on this course!

How to Get this course FREE?

Note: The udemy Courses Will be free for a Maximum of 1000 Learners can use the promo code AND Get this course 100% Free. After that, you will get this course at a discounted price. (Still, It’s a good deal for you to get this course at a discounted price).

External links may contain affiliate links, meaning we get a commission if you decide to make a purchase. Read our disclosure.


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