Course Description
Service operation processes associated with day-to-day support activities need to deliver and manage services at agreed levels to end users. Service Desk Manager (SDM) is a versatile, comprehensive IT service support solution designed to help you deliver superior end-user support, and request, incident, problem, and knowledge management processes with simplified change and configuration management.
Incident management restores normal service operation as quickly as possible and minimizes the adverse impact on business operations. Problem management prevents problems and incidents, helps to eliminate repeating incidents, and minimizes the impact of incidents that cannot be prevented.
In this course, professionals will be taught to efficiently navigate through SDM and determine the quickest path to an effective resolution of incidents and problems. By doing so, you can minimize the adverse impact on the business operations and reduce downtime. During the training, you are given a real-life scenario and provided with overviews, best practices, and hands-on dynamic labs.
Prerequisites
Service Desk Manager 17.0- Basic Administration 200 (33SVD20791)
Target Audience
Hands-On
This course includes practical hands-on exercises that enable you to test your new skills and begin to use those skills in a working environment
Learning Objectives
- Align SDM incident and problem management functionality and application behavior to map to your business processes
- Determine the quickest path to an effective resolution of incidents and problems
Content Outline
- Describe an incident and problem management scenario
- Identify steps in the incident and problem management process
- Identify groups that create and manage incident and problem tickets
- Compare the incident and problem ticket forms
- Create status codes and status transition
- Describe the assignment of an incident or problem ticket
- Configure incident and problem areas
- Revise the priority calculation matrix
- Modify incident and problem settings in Options Manager
- Review incident and problem management reports
- Update an incident ticket
- Create a problem ticket from an incident ticket
FAQs
ValueOps is a strategy for IT operations that offers a holistic set of frameworks, methodologies, and philosophies to enable I&O leaders to implement the appropriate operations processes based upon the needs of the business by leveraging Gartner's Pace-Layered Application Strategy.
Value Stream Management is a management technique or practice that focuses on increasing the flow of business value from customer request to customer delivery.
To attend the training session, you should have operational Desktops or Laptops with the required specifications, along with a good internet connection to access the labs.
We would always recommend you attend the live session to practice & clarify the doubts instantly and get more value from your investment. However, if, due to some contingency, you have to skip the class, Radiant Tech learning will help you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.
Radiant Tech learning has a data center containing the Virtual Training environment for the purpose of participant hand-on-practice. Participants can easily access these labs over Cloud with the help of a remote desktop connection. Radiant virtual labs provide you the flexibility to learn from anywhere in the world and in any time zone.
The learners will be enthralled as we engage them in real-world and Oriented industry projects during the training program. These projects will improve your skills and knowledge, and you will gain a better experience. These real-time projects will help you a lot in your future tasks and assignments.
You can request a return if you do not wish to enroll in the course.
Yes, you can.
We use the ideal standards in Internet security. Any data retained is not communicated with third parties.
It is recommended but not mandatory. Being acquainted with the primary course material will enable students and the trainer to move at the desired pace during classes. You can access courseware for most vendors.
You can buy online from the page by clicking on "Buy Now ."You can view alternate payment methods on the payment options page.
Yes, students can pay from the course page.
The course completion certification will be awarded to all the professionals who have completed the training program & the project assignment given by your instructor. You can use the certificate in your future job interviews which will surely help you to achieve your dream job.
Radiant believes in a practical & creative approach to training & development, which distinguishes it from other training & development platforms. Moreover, training courses are undertaken by some experts with a range of experience in their domain.
Radiant team of experts will be available at e-mail support@radianttechlearning.com to answer your technical queries even after the training program.
Yes, Radiant will provide you with the most updated high, value-relevant real-time projects & case studies in each training program.
Technical issues are unpredictable & might occur with us as well. Participants have to ensure they have access to the required configuration with good internet speed.
Radiant Techlearning offers training programs on weekdays, weekends & combination of weekdays & weekends. We provide you with complete liberty to choose the schedule that suits your needs.
Radiant has highly intensive selection criteria for Technology Trainers & Consultants who deliver training programs. Our trainers & consultants undergo rigorous technical and behavioral interview and assessment processes before they are boarded in the company.
Our Technology experts/trainers & consultants carry deep-dive knowledge in the technical subject & are certified by the OEM.
Our training programs are practically oriented with 70% – 80% hands-on training technology tools. Our training program focuses on one-on-one interaction with each participant, the latest content in the curriculum, real-time projects, and case studies during the training program.
Our faculty will provide you with the knowledge of each course from the fundamental level in an easy way, and you are free to ask your doubts any time your respective faculty.
Our trainers have the patience and ability to explain difficult concepts in a simplistic way with depth and width of knowledge.
To ensure quality learning, we provide a support session even after the training program.