What is included?

You will receive an electronic copy of the book, three month's access to the elearning materials and contact details of your allocated trainer - who is there to answer any questions or queries you may have about the courses, books, exams etc. and guide you through your learning experience.

This comprehensive book gives you access to, and is designed to complement the access-included in-depth Help Desk Technician eLearning program provided by The Art of Service. The interactive eLearn course uses a combination of narrated presentations with text supplements and multiple choice assessments which will ultimately prepare you for the Help Desk Technician certification exam.

How do I sit the exam?

For the Help Desk programs, the exam is taken online within the elearning environment. A certificate of completion is made available once the student successfully passes their exam.

Contents:

CUSTOMER SERVICE PRINCIPLES:
-FOUR COMPONENTS OF CUSTOMER SERVICE
-CONFLICT RESOLUTION, What is Conflict?
-TYPES OF CONFLICT, Open Conflict vs, Hidden Conflict
-DECISION MAKING AND ASSERTIVENESS,   Seven Steps to Good Decision Making, Pareto Analysis, Grid Analysis, PMI - Weighing the Pros and Cons of a Decision, Force Field Analysis, Six Thinking Hats, Starbursting, Stepladder Technique - Making Better Group Decisions, Cost/Benefit Analysis – Evaluating the options quantitatively

IT SERVICE MANAGEMENT

THE SERVICE LIFECYCLE

SERVICE DELIVERY PRINCIPLES:
-CAPACITY MANAGEMENT: Goals and objectives, Principles of Capacity Management, Capacity Management Activities
-CHANGE MANAGEMENT: Goals and Objectives, Designing and Planning, Change Models, Triggers and Interfaces, Change Management Activities, Roles and Responsibilities within Change Management, Challenges affecting Change Management.

SERVICE OPERATION PRINCIPLES:
-SERVICE OPERATION FUNCTIONS
-TECHNICAL MANAGEMENT, Goal and Objectives, Key Performance Indicators (KPIs) for Technical Management
-IT OPERATIONS MANAGEMENT, Goal and objectives, Operations Control, Facilities Management, Key Performance Indicators (KPIs) for IT Operations Management
-APPLICATION MANAGEMENT, Application Management Lifecycle
-SERVICE OPERATION PROCESSES
-EVENT MANAGEMENT, Goals and Objectives, Scope, Event Management Activities
-PROBLEM MANAGEMENT, Goals and Objectives, Scope, Benefits, Problem Management Activities, Proactive Problem Management, Managing Known Errors from the Service Transition Phase

REQUIRED TECHNICAL KNOWLEDGE:
-DESKTOP ENVIRONMENTS
-STANDARD OPERATING ENVIRONMENTS (SOES)
-MANAGING NETWORKS, TCP/IP Networks, Network Addressing, Network Devices, Managing High Availability (critical) Networks
-MANAGING SERVER ENVIRONMENTS, Monitoring Events, Managing Software Updates, Remotely Managing Servers, Monitoring Performance, Monitoring and Optimizing a Server Environment, Implementing, Managing, and Maintaining Routing and Remote Access

REVIEW QUESTIONS