This four hour instructor led and interactive Webinar will expand on the implementation of the ITIL ® Service Desk Function and the Processes of Incident Management and Problem Management as well as address improvement where implementation has already occurred. At the end of the workshop participants will have the answers to the following critical questions:
- What is an ITIL ® styled Service Desk and what distinguishes it apart from our current Help Desk?
- What do our Service Desk Professionals and our Incident Management process operatives need to know in order to support the incident lifecycle and quickly restore services to our customers?
- What is truly the difference between Incident Management and Problem Management and which category does a major incident fall into?
- What is the value of a single and reactive Problem Management Process to support the service desk function and the Incident Management process to resolve service disruptions?
- What should we measure? What are the Critical Success Factors and Key Performance Indicators that matter?
These are just a few of the areas the Webinar will cover. For a complete Abstract please visit the Webinars & Workshops area of our Web site.
Date: Monday, October 30th
Time: 11 am EST to 3 pm EST (breaks throughout)
Pricing: $395/participant
Included: Access to the live Instructor-led Webinar, a copy of the presentation & access to the presentation via recorded link afterwards.
To register you may visit our Web site or contact us directly at (877) 226-8600 and ask for your Education Account Manager or email education[at]ccncorp.com
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