Identity Solutions

Target Audience

Technical Help Desk staff/Personnel, Help Desk Analysts, Customer Support Staff directly affect the help-desk staff.

Course Abstract

This training is designed to give the IT help-desk and support staff an overview of ITIL® and ITSM, and an introduction to the key ITIL® processes which directly affect the help-desk staff namely Service Desk function, Incident Management, Change Management, Configuration Management and Problem Management functions.

Course Objectives

• At the end of this course, you will be able to:
• Identify the need for IT Service Management in your IT organization
• Recall the major processes as covered in the ITIL® Best Practices
• Recognize the benefits of ITIL® and ITSM for an organization
• Recall the concepts, objectives, activities, roles, relationships and metrics for Incident Management, Change Management, Configuration Management, Problem Management and Service Desk processes/functions
• Course Organization Logistics
• Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, Speakers or a headset, 1024X768 pixel resolution)
• Broadband Internet connection
• Course/Student Material
• ITIL® Key Definitions

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc. under licence from and with the permission of OGC.
IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce and is used here by BMC Software, Inc. under licence from and with the permission of OGC.

Required Knowledge

None

Prerequisite Courses

None