Overview

Service Desk Management Practice questions, with 6 Tests with 160 QUESTIONS each to definitively pass in the exam.5 tests X 20 questions + 1 test X 60 questions.The Practitioner: Service Desk practice module is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the concepts covered in the Service Desk practice at both strategic and operational levels maximizing value from this practice area. This includes understanding of the Service Desk practice as the entry point and point of contact between the service provider and users.Define the key concepts, principles, value and challenges of Service DeskCapture demand for incident resolution and service requestsEstablish and maintain communication channels and interfaces between the service provider and usersEnable effective, efficient, and convenient communications between the service provider and its usersApply Service Desk metrics to improve performanceMeasure, assess and develop the Service Desk practice capability in your organisation by using the Maturity Model.20 questionsMultiple choice13 out of 20 marks required to pass (65%)30 minutesClosed book. Service Desk Training OutlineModule 1: Introduction to Service Desk PracticeUnderstanding the purpose and description of the Service Desk PracticeFamiliarizing yourself with the common terms and conceptsLearning the scope of the service desk practice areaExplain practice success factorsKey MetricsModule 2: Value Streams and ProcessesProcesses to fulfill the purpose of the practiceValue Stream ContributionModule 3: Organizations and PeopleRoles, competencies and responsibilitiesOrganizational structure and teamsModule 4: Information and TechnologyInformation exchangeAutomation and toolingModule 5: Partners and SuppliersPerforming service desk activitiesProvisioning of software toolsConsulting and advisoryModule 6: Capability Assessment and DevelopmentThe practice capability levelsCapability self-assessmentService desk capability developmentModule 7: Recommendations for Practice Success

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