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

  • 16 Videos | 58m 28s
  • Includes Assessment
  • Earns a Badge
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

  • Playable
    1. 
    The Service Desk
    4m 5s
    UP NEXT
  • Playable
    2. 
    Contacting the Service Desk
    3m 55s
  • Locked
    3. 
    Service Desk Types and Training
    7m 2s
  • Locked
    4. 
    How the Service Desk Assists the Value Chain
    2m 57s
  • Locked
    5. 
    Service Request Management
    2m 9s
  • Locked
    6. 
    Rules of Service Request Management
    4m 39s
  • Locked
    7. 
    IT Asset Management
    1m 31s
  • Locked
    8. 
    The Role of IT Asset Management
    2m 8s
  • Locked
    9. 
    IT Asset Management Activities
    1m 46s
  • Locked
    10. 
    Service Configuration Management
    1m 41s
  • Locked
    11. 
    Service Configuration Management Activities
    4m 18s
  • Locked
    12. 
    Automation and Service Configuration Management
    4m 33s
  • Locked
    13. 
    The Simplified Service Model
    3m 29s
  • Locked
    14. 
    Change Control
    2m 45s
  • Locked
    15. 
    Types of Change
    7m 5s
  • Locked
    16. 
    How Change Control Assists the Value Chain
    4m 25s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion of this course, which can be shared on any social network or business platform

Digital badges are yours to keep, forever.

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