Service Desk: Service Management (8522)

In this course, you learn the basic skills and knowledge necessary to perform Service Desk administrative tasks. You also learn about Service Desk's architectural foundation (based on ITIL v3 for IT Service Management). This course applies to versions 7.0 and 7.1.

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  • Course Overview

  • Section 1: Overview and Installation

  • Section 2: Configure Application Integrations

  • Section 3: ITIL Basics

  • Section 4: Incident Creation and Resolution

  • Section 5: Service Requests

  • Section 6: Change Requests

  • Section 7: Problem Management

  • Course Overview

    Course Description

    In this course, you learn the basic skills and knowledge necessary to perform Service Desk administrative tasks. You learn about Service Desk’s architectural foundation (based on ITIL v3 for IT Service Management), and are introduced to the 4 core ITIL concepts, including Incident Management, Service Request Management, Change Management and Problem Management.

    Topics covered in this course include the following:

    • Overview and Installation
    • Configure Application Integrations
    • ITIL Basics
    • Incident Creation and Resolution
    • Service Requests
    • Change Requests
    • Problem Management

    Preview

    Service Desk Overview

    Configure MySQL