Service Desk, IT Asset, Service Configuration, and Change Control Management

ITIL®    |    Beginner
  • 16 videos | 58m 28s
  • Includes Assessment
  • Earns a Badge
Rating 4.6 of 2131 users Rating 4.6 of 2131 users (2131)
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. This course was originally created by Global Knowledge (GK).

WHAT YOU WILL LEARN

  • Discuss the service management practice of the service desk
    Describe the various methods for contacting the service desk
    Discuss the two primary types of service desks and describe the importance of training service personnel
    Describe how the service desk practice and the service value chain interact
    Discuss the goal of service request management and what defines a service request
    Describe some of the rules surrounding service request management
    Discuss the service management practice of it asset management
    Describe the role played by it asset management in organizations
  • Discuss the various activities associated with it asset management
    Discuss the service management practice of service configuration management
    Describe the principal activities of service configuration management and how information is managed
    Discuss the role of automation in service configuration management
    Discuss the role of the simplified service model in configuration management
    Discuss the service management practice of change control
    Describe the three types of change as defined by itil
    Describe how change control contributes to the service value chain activities

IN THIS COURSE

  • 4m 5s
  • 3m 55s
    In this video, you will learn how to describe the various methods for contacting the service desk. FREE ACCESS
  • Locked
    3.  Service Desk Types and Training
    7m 2s
    During this video, you will discover how to discuss the two primary types of service desks and describe the importance of training service personnel. FREE ACCESS
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    4.  How the Service Desk Assists the Value Chain
    2m 57s
    In this video, discover how the service desk practice and the service value chain interact. FREE ACCESS
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    5.  Service Request Management
    2m 9s
    Discover how to discuss the goal of service request management and what defines a service request. FREE ACCESS
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    6.  Rules of Service Request Management
    4m 39s
    In this video, you will discover some of the rules surrounding service request management. FREE ACCESS
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    7.  IT Asset Management
    1m 31s
    After completing this video, you will be able to discuss the service management practice of IT asset management. FREE ACCESS
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    8.  The Role of IT Asset Management
    2m 8s
    In this video, find out how IT asset management plays a role in organizations. FREE ACCESS
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    9.  IT Asset Management Activities
    1m 46s
    Upon completion of this video, you will be able to discuss the various activities associated with IT asset management. FREE ACCESS
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    10.  Service Configuration Management
    1m 41s
    During this video, you will learn how to discuss the service management practice of service configuration management. FREE ACCESS
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    11.  Service Configuration Management Activities
    4m 18s
    Find out how to describe the principal activities of service configuration management and how information is managed. FREE ACCESS
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    12.  Automation and Service Configuration Management
    4m 33s
    Learn how to discuss the role of automation in service configuration management. FREE ACCESS
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    13.  The Simplified Service Model
    3m 29s
    In this video, you will learn how to discuss the role of the simplified service model in configuration management. FREE ACCESS
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    14.  Change Control
    2m 45s
    During this video, you will discover how to discuss the service management practice of change control. FREE ACCESS
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    15.  Types of Change
    7m 5s
    In this video, discover the three types of change as defined by the ITIL framework. FREE ACCESS
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    16.  How Change Control Assists the Value Chain
    4m 25s
    Discover how change control contributes to the activities of the service value chain. FREE ACCESS

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