COURSES
Customer Service

OUR COURSES SERIES
Customer Service Course Directory
Course Name | Course Type | Syllabus |
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The Service Value ChAIn and General Management Practices | Course | View details Course Syllabus | Print Syllabus The Service Value ChAIn and General Management PracticesOverview/Description: The service value chAIn (SVC) includes a number of activities intended to get from demand to value. In this course you ll explore the SVC beginning with an overview of its various activities. Then you ll learn about the SVC activities design and transition obtAIn and build and deliver and support. Then you ll discover the general management practices that have been adapted for service management beginning with continual improvement and information security and relationship management. Finally you ll learn about supplier management and supplier management activities.áThis course was originally created by Global Knowledge (GK).á Course Number: a62defb4-9a98-41e6-9fed-eed0e73ff13c |
Release Service Level and AvAIlability Management | Course | View details Course Syllabus | Print Syllabus Release Service Level and AvAIlability ManagementOverview/Description: There s a number of important service management practices identified by ITIL. In this course you ll begin by exploring release management. Then you ll discover service level management avAIlability management and capacity and performance management. Finally you ll learn about service continuity management and deployment management.áThis course was originally created by Global Knowledge (GK).á Course Number: 1315d748-aa95-4681-b2a4-cfb2eb223096 |
Service Desk IT Asset Service Configuration and Change Control Management | Course | View details Course Syllabus | Print Syllabus Service Desk IT Asset Service Configuration and Change Control ManagementOverview/Description: There s a number of important service management practices identified by ITIL. In this course you ll begin by exploring the service desk and service request management and IT asset management and service configuration management and change control. Then you ll explore IT asset management service configuration management change control release management and service level management. Finally you ll discover avAIlability management capacity and performance management service continuity management and deployment management.áThis course was originally created by Global Knowledge (GK).á Course Number: 2292f3ad-2832-42ed-b23a-014758fa6da3 |
The Guiding Principles of the Service Value System and Continual Improvement Model | Course | View details Course Syllabus | Print Syllabus The Guiding Principles of the Service Value System and Continual Improvement ModelOverview/Description: ITIL has guiding principles of the service value system (SVS). In this course you ll discover the seven guiding principles. Then you ll learn about the continual improvement model and its seven steps. First you ll explore the questions what is the vision? where are we now? where do we want to be? and how do we get there? Then you ll learn about the step take action. Finally you ll discover the steps that ask the questions did we get there? and how do we keep the momentum going?áThis course was originally created by Global Knowledge (GK).á Course Number: b911e07a-c9d1-4a18-ab0c-f1824f15bb2a |
Event Incident and Problem Management | Course | View details Course Syllabus | Print Syllabus Event Incident and Problem ManagementOverview/Description: There s a number of important service management practices identified by ITIL. In this course you ll begin by exploring monitoring and event management. Then you ll discover incident management. Finally you ll learn about problem management.áThis course was originally created by Global Knowledge (GK).á Course Number: 0fe6c829-bdd7-4921-9a23-d8a7365ae359 |
ITIL 4 Foundation: Introduction | Course | View details Course Syllabus | Print Syllabus ITIL 4 Foundation: IntroductionOverview/Description: Explore the new aspects of version 4 of ITIL the modified future path to ITIL Master and characteristics of the ITIL Foundation exam. Course Number: 6e200420-1d72-11e9-a20f-8b28ecf57cd6 |
ITIL 4 Foundation: Key Concepts of Service Management | Course | View details Course Syllabus | Print Syllabus ITIL 4 Foundation: Key Concepts of Service ManagementOverview/Description: Discover the relationship between value and stakeholders and examine various roles key concepts relationships and the definitions of utility and warranty. Course Number: d0724370-1e5a-11e9-8c09-d374be0b4595 |
Key Concepts and the Four Dimensions of Service Management | Course | View details Course Syllabus | Print Syllabus Key Concepts and the Four Dimensions of Service ManagementOverview/Description: ITIL has guiding principles of the service value system (SVS). In this course you ll discover the seven guiding principles. Then you ll learn about the continual improvement model and its seven steps. First you ll explore the questions what is the vision? where are we now? where do we want to be? and how do we get there? Then you ll learn about the step take action. Finally you ll discover the steps that ask the questions did we get there? and how do we keep the momentum going?áThis course was originally created by Global Knowledge (GK).á Course Number: fba146b6-9524-408c-b1e5-0daec000294f |