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Overview/Description
What would you think if you called your Internet provider to get a new password, and they told you it was going to be a week before they could resolve your request? Or even worse, imagine them not being able to do it at all because of poor planning. Efficient request fulfillment is critical to keeping your customers happy. And in order to perform well, you need a clear definition of the types of requests that can flow through request fulfillment processes, and well-planned procedures for addressing the requests. You also need to be able to foresee possible risks, so you...
Overview/Description
Service Desks are an integral part of any IT service-providing organization, and it's vital to accurately and consistently measure how your Service Desk is performing to ensure it is addressing the needs of customers and users, and also to make changes where necessary. When a decision is made to outsource a Service Desk, there are also special considerations that must be planned to ensure that customers and users receive a consistent level of service. This course covers the purpose and importance of using metrics to evaluate the performance of a Service Desk, including...
Overview/Description
Implementing processes and technologies in any organization requires significant planning, analysis and management. Implementing Service Management process capabilities is no different. The method of implementation must be planned, requirements must be identified, and technologies must be carefully evaluated before proceeding with the implementation. Expected challenges and potential risks must also be identified and mitigated wherever possible. This course covers the technology considerations when implementing Service Management process capabilities, including the...
Overview/Description
Skillsoft Mentors are available to help students with their studies for the ITIL Foundation exam. You can reach them by entering a Mentored Chat Room or by using the Email My Mentor service.* This asset is aligned to the ITIL 2011 Edition publications.
Target Audience
Individuals who are studying the associated Skillsoft content in preparation for, or to become familiar with, the skills and competencies being measured by the actual certification exam.
Prerequisites
Familiarity with the exam objectives listed below and skills and competencies being measured in the...
Overview/Description
To test your knowledge on the skills and competencies being measured by the vendor certification exam*. TestPrep can be taken in either Study or Certification mode. Study mode is designed to maximize learning by not only testing your knowledge of the material, but also by providing additional information on the topics presented. Certification mode is designed to test your knowledge of the material within a structured testing environment, providing valuable feedback at the end of the test.* This TestPrep is aligned to the ITIL 2011 Edition publications.
Target Audience...
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