COURSES
Customer Service Methods

OUR COURSES SERIES
Customer Service Methods Course Directory
Course Name | Course Type | Syllabus |
---|---|---|
Event Incident and Problem Management | Course | View details Course Syllabus | Print Syllabus Event Incident and Problem ManagementOverview/Description: Theres a number of important service management practices identified by ITIL. In this course youll begin by exploring monitoring and event management. Then youll discover incident management. Finally youll learn about problem management.áThis course was originally created by Global Knowledge (GK).á Course Number: it_acsmgk_04_enus |
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: it_acs04_01_enus |
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: it_acs04_02_enus |
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 youll discover the seven guiding principles. Then youll learn about the continual improvement model and its seven steps. First youll explore the questions what is the vision? where are we now? where do we want to be? and how do we get there? Then youll learn about the step take action. Finally youll 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: it_acsmgk_01_enus |
Release Service Level and Availability Management | Course | View details Course Syllabus | Print Syllabus Release Service Level and Availability ManagementOverview/Description: Theres a number of important service management practices identified by ITIL. In this course youll begin by exploring release management. Then youll discover service level management availability management and capacity and performance management. Finally youll learn about service continuity management and deployment management.áThis course was originally created by Global Knowledge (GK).á Course Number: it_acsmgk_06_enus |
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: Theres a number of important service management practices identified by ITIL. In this course youll begin by exploring the service desk and service request management and IT asset management and service configuration management and change control. Then youll explore IT asset management service configuration management change control release management and service level management. Finally youll 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: it_acsmgk_05_enus |
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 youll discover the seven guiding principles. Then youll learn about the continual improvement model and its seven steps. First youll explore the questions what is the vision? where are we now? where do we want to be? and how do we get there? Then youll learn about the step take action. Finally youll 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: it_acsmgk_02_enus |
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 youll explore the SVC beginning with an overview of its various activities. Then youll learn about the SVC activities design and transition obtain and build and deliver and support. Then youll discover the general management practices that have been adapted for service management beginning with continual improvement and information security and relationship management. Finally youll learn about supplier management and supplier management activities.áThis course was originally created by Global Knowledge (GK).á Course Number: it_acsmgk_03_enus |