Certified Service Desk Professional

1. Roles and responsibilities:

• Learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence

2. Business Relationship management:

• An understanding of what Business Value is and how to create it

3. Communication, Collaboration Problem-solving skills:

• A close look at problem-solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster

4. IT Service Management:

• Learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management

5. Improving Service Desk SLA's & KPI:

• Type of Metrics, their importance & usages

6. Proactive Problem Management:

• Incident trend analysis, implementation.

7. XSLA:

• Art and science of Experience level SLA's, managing customer experience, Building XSLAs and getting them into operation,

8. Quality Service Improvement assurance program:

• Review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics

9. 7 Quality tools for Service Desk Performance Improvement:

• Cause-and-effect diagram, Check sheet, Control chart, Histogram, Pareto chart, Scatter diagram, Stratification

10. Managing customer feedback:

• Understand the purpose, objectives, and components of successful feedback management

11. AI & Automation:

• Leveraging AI technology such as chatbots and predictive analytics to transform IT service management, identify common examples, benefits and challenges of AI and automation within service management