The course material is based on the ITILv3 and Service Desk best practices, Service Desk Departments within the organization, and also my 20 years of experience as an IT professional. In this course You learn a lot of details to understand and make any Service Desk/Helpdesk performance better.

You learn Incident and Request classification, specific features of performing major Incident resolving. While Monitoring/Event management studies You learn the best practices of building-in monitoring tools in an IT service, types of events, and management of them.

Problem management is mostly an expert area. Students will carefully examine different types of Service desk, and best practices of their implementation based on a company and its IT department characteristics. You learn how define SLA's, 5x8, 24x7 and other work regimes, and develop a Service desk structure immediately. You learn to define requirements for a Service desk and supporting software systems.