Descripción:
Service Desk es un servicio de TI primario dentro de la disciplina de administración de servicios de TI (ITSM) según lo define la Biblioteca de Infraestructura de Tecnología de la Información (ITIL). Tiene la intención de proporcionar un punto único de contacto (“SPOC”) para satisfacer las necesidades de comunicación tanto de los usuarios como del personal de TI. Pero también para satisfacer los objetivos tanto del Cliente como del Proveedor de TI. “Usuario” se refiere al usuario real del servicio, mientras que “Cliente” se refiere a la entidad que está pagando por el servicio.
Objetivo:
Con base en estándares internacionales, la Certificación Profesional de Service Desk Leader está diseñada para líderes y supervisores de Service Desk existentes y aspirantes que deseen desarrollar su comprensión de las mejores prácticas de administración de Service Desk y cómo ejecutar operaciones de soporte efectivas. El Curso de Service Desk Leader Professional Certification (SDLPC) a los alumnos el conocimiento de las prácticas y habilidades necesarias para dirigir con éxito, motivar y administrar equipos de soporte técnico para ofrecer un excelente servicio de atención al cliente mientras se alinea estratégicamente con las necesidades del negocio.
Temario:
Servicio de soporte / Service Desk Rol | Gestión de relaciones comerciales | Habilidades de comunicación efectiva | Resolución de problemas | Habilidad efectiva y habilidades de manejo de conflictos | Gestión de procesos efectivo | Actividades de aseguramiento de calidad | Herramientas y tecnologías | Cultura – DevOps | Modo de pensar ágil | Conocimiento administrativo | Adopción del proceso | CSF, KPI y OKR | Administración de personal | Reclutamiento, retención y desarrollo de personal | Motivación, recompensas | Liderazgo / Entrenamiento / Tutoría
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