Name: IT service operations and Service Desk management
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Created byDanil Dintsis

Last updated 8/2025

English

What you'll learn

Develop procedures for Incident resolving
Develop models for specific types of Incidents and Service Requests
Define the Service Request fulfillment procedures
Implement Problem Analysis tools
Establish Problem solving procedures
Manage Event management process
Develop an appropriate Service Desk structure
Define requirements for Service Desk Information system

Course content

3 sections • 9 lectures • 3h 0m total length

SLA as a law and a driver for Service operations7:15
In this lesson You learn how an SLA affects Service Desk and IT Operations phase in total. I give you the general overview of the Operation domain.

Incident Management27:08
In this lecture students learn the Incident management process goals, objectives, and workflow. I show and explain you examples of practical approaches of ITIL Incident management best practices, and constraints. You learn tips and tricks of building and customizing the process steps according to specific features of your organization and its users.
INCIDENT Management tasks
Problem management25:53
In this lection You learn how to organize work on problems, known errors, and workarounds for better and faster incident resolution.
The lecture is followed by a practical assignment, at which You train your skills in problem management.
Problem management assignment
Event management - Service monitoring and control22:27
In this module You learn how to organize service monitoring in the operation phase. You learn to work with different types of events - information, exception, warning - and requirements for automation of the process.
Serving user requests (RFS)24:03
Supporting users requests is one of the main values, which Service desk can deliver to a business. In this module You learn about RFS specific features, such as high level of uncertainty, escalation procedures, and models.
After the lecture you try your own experience in the assignment.
Develop a Request model

Service Desk25:44
Service Desk acts as hands of IT service management! In this module You learn different types of Service Desk, best practices to organize operator's job, how to calculate number of operators, and how to train them.
Service functions17:20
In this module you learn the Technical, Application and IT Operations management functions. You learn the high level functions/roles responsibilities.
Develop a Service Desk Structure
Requirements for software for Service Desk14:00
It is impossible to organize IT service operations without appropriate IT infrastructure for Service desk, monitoring, and other functions. In this module You learn the main requirements for the SD software.
Develop the MoSCoW requirements matrix for yours Service Desk software
AIOps - AI in Operations17:04
AI is a new commodity. In this lecture you learn the main approaches and advantages of applying AI in regular IT Service operations.
Stay with us. Stay tuned!

Requirements

Basic ITIL/ITSM
Junior experience at a Help desk/Service desk or other IT junior positions
Basic knowledge in IT management

Description

The course material is based on the ITSM best practices, MOF(r), and also my on 15 years experience as an ITSM consultant.

In this course You learn a lot of tips & tricks to make Service Desk performance better. The updated version includes AIOps overview - its functions, advantages and risks/challenges as well.

You learn Incident and Request classification, specific features of performing major Incident resolving. You learn and practice on creating Incident and Request models for certain types of user calls.

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. At the course students learn and practice best practices of expert analysis such as mind maps, Kepner Tregoe analysis, Five Whys, and others.

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 5x8, 24x7 and other work regimes, and develop a Service desk structure.

You learn and try the MoSCoW prioritizing matrix to define requirements for a Service desk and supporting software systems.

During the course You practice in assignments, which are supported by the ITIL Expert trainer.

And after you learn all the previous items you become better prepared for professional ITSM intermediate level certifications.

Who this course is for:

Service Desk/Help desk specialists
Service/Help desk managers
IT managers
Business unit managers which closely collaborate with IT department

What you'll learn

Explore related topics

Course content

Introduction1 lecture • 7min

Service Operation processes4 lectures • 1hr 40min

Service Functions4 lectures • 1hr 14min

Requirements

Description

Who this course is for: