4.3 out of 5
289 reviews on Udemy

IT service operations and Service Desk management

Improve Service Desk and IT support processes and service functions. Better preparation for the professional exam.
Danil Dintsis
1,262 students enrolled
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

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.

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 5×8, 24×7 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.

You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
4.3 out of 5
289 Ratings

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3 hours on-demand video
Full lifetime access
Access on mobile and TV
Certificate of Completion


Working hours

Monday 9:30 am - 6.00 pm
Tuesday 9:30 am - 6.00 pm
Wednesday 9:30 am - 6.00 pm
Thursday 9:30 am - 6.00 pm
Friday 9:30 am - 5.00 pm
Saturday Closed
Sunday Closed
IT service operations and Service Desk management
$49.99 $40