CLASS: SVC0002
Service Desk Best Practices

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This class focuses on the function of the service desk and its role in the service delivery process. Topics include effective service desk design, tools and technology requirements, roles and responsibilities of service desk staff, service desk day-today procedures, telephone and email communications standards, SLA guidelines and client on-boarding best practices.

Class Length: 23 min

Required Tasks

Video
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Task Length:
4 min

Service Desk Best Practices

Presenters:
SPC International
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Document
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Task Length:
1 min

3rd Party Service Desk Incident Management Process

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Document
Last Download:
N/A
Task Length:
1 min

Service Desk Best Practices

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Document
Last Download:
N/A
Task Length:
1 min

Service Desk Incident Management and Escalation Process

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N/A Complete
Document
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N/A
Task Length:
1 min

Incident Management Service Desk Workflows and Alerting

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N/A Complete
Test
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N/A
Task Length:
15 min

Service Desk Best Practices

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