Certificate in IT Service Desk Operations

LAPT

London Academy of Professional Training

Certificate Level 2-3 Foundation IT Industry

REF: IT-ISM-F

Subjects

500

Total Marks

60%

Pass Mark

Lifetime

Validity

Who Is It For

This course is designed for early-career IT professionals, recent graduates, or those looking to transition into an IT service management role, who need a fundamental understanding and skills required for IT service desk operations.

Prerequisites

None

Awarding Body: LAPT — London Academy of Professional Training

Curriculum Overview

1 Performance Measurement and Improvement 4 chapters · 20 classes · 75 marks

Understanding Key Performance Indicators in IT Service Desk Operations 5 classes

1.1 Identifying Key Performance Indicators in IT Service Desks

1.2 Analyzing IT Service Desk Performance Metrics

1.3 Evaluating the Impact of KPIs on Service Desk Operations

1.4 Comparing Industry Standards with In-House KPIs

1.5 Implementing Strategies for KPI-Based Performance Improvement

Data Collection and Analysis Techniques for Performance Improvement 5 classes

2.1 Understanding Performance Metrics: Identifying Key Indicators

2.2 Collecting Data Efficiently: Tools and Techniques Overview

2.3 Analyzing Collected Data: Methodologies and Best Practices

2.4 Interpreting Data for Insight: Drawing Meaningful Conclusions

2.5 Applying Data Findings: Strategies for Performance Enhancement

Strategies for Enhancing Service Desk Performance 5 classes

3.1 Understanding Key Service Desk Performance Metrics

3.2 Analyzing Current Performance Levels

3.3 Identifying Areas for Improvement

3.4 Implementing Performance Enhancement Strategies

3.5 Monitoring and Evaluating Improvement Outcomes

Monitoring and Continuous Improvement in IT Service Desk Operations 5 classes

4.1 Understanding Key Performance Indicators in IT Service Desks

4.2 Analyzing Data Trends to Identify Improvement Areas

4.3 Implementing Feedback Loops for Continuous Service Enhancement

4.4 Applying Best Practices for Performance Monitoring

4.5 Utilizing Tools and Technologies to Support Continuous Improvement

2 Problem Resolution and Incident Management 4 chapters · 20 classes · 75 marks

Fundamentals of Problem Resolution and Incident Management 5 classes

1.1 Understanding the Concepts of Problem Resolution

1.2 Identifying Common Incident Types and Their Impact

1.3 Analyzing the Problem Resolution Lifecycle

1.4 Applying Techniques for Effective Incident Management

1.5 Utilizing Tools for Tracking and Resolving Incidents

Incident Identification and Prioritization Techniques 5 classes

2.1 Understanding Incident Identification

2.2 Recognizing and Categorizing IT Incidents

2.3 Applying Incident Prioritization Methods

2.4 Analyzing the Impact of Incidents

2.5 Utilizing Tools for Effective Incident Management

Problem Resolution Strategies and Tools 5 classes

3.1 Understanding Key Problem Resolution Concepts

3.2 Identifying and Categorizing IT Problems Efficiently

3.3 Applying Effective Strategies for Incident Management

3.4 Utilizing Tools for Monitoring and Problem Resolution

3.5 Assessing and Improving Problem Resolution Processes

Monitoring and Reporting in Incident Management 5 classes

4.1 Understanding the Role of Monitoring in Incident Management

4.2 Identifying Key Metrics for Effective Incident Monitoring

4.3 Utilizing Tools and Techniques for Incident Reporting

4.4 Analyzing Incident Reports to Improve Resolution Strategies

4.5 Implementing Continuous Improvement in Monitoring Practices

3 Technical Support Fundamentals 4 chapters · 20 classes · 75 marks

Understanding IT Service Desk Roles and Responsibilities 5 classes

1.1 Exploring the Purpose of IT Service Desks

1.2 Identifying Key Roles within an IT Service Desk

1.3 Understanding the Responsibilities of Service Desk Personnel

1.4 Analyzing Essential Skills for IT Support Professionals

1.5 Applying IT Service Desk Best Practices

Basic Troubleshooting Methods and Tools 5 classes

2.1 Understanding Common Technical Issues

2.2 Identifying Root Causes of Problems

2.3 Applying Diagnostic Tools Effectively

2.4 Implementing Step-by-Step Troubleshooting Techniques

2.5 Evaluating and Documenting Solutions

Effective Communication in Technical Support 5 classes

3.1 Understanding the Basics of Effective Communication

3.2 Exploring Active Listening Techniques

3.3 Mastering Non-verbal Communication Skills

3.4 Enhancing Clarity and Precision in Communication

3.5 Applying Effective Communication in Technical Scenarios

Service Desk Best Practices and Customer Experience 5 classes

4.1 Understanding Service Desk Best Practices

4.2 Identifying Key Components of Exceptional Customer Experience

4.3 Implementing Effective Communication Techniques

4.4 Analyzing Common Customer Needs and Queries

4.5 Enhancing Customer Satisfaction through Feedback and Improvement

4 Customer Service Skills and Techniques 4 chapters · 20 classes · 75 marks

Understanding the Fundamentals of Customer Service in IT 5 classes

1.1 Defining Customer Service in IT Context

1.2 Identifying Key Customer Service Attributes

1.3 Exploring Common IT Customer Service Challenges

1.4 Recognizing Effective Communication Techniques

1.5 Applying Active Listening Skills in IT Support

Developing Effective Communication Skills 5 classes

2.1 Understanding the Basics of Effective Communication

2.2 Mastering Active Listening Techniques

2.3 Practicing Clear and Concise Verbal Communication

2.4 Developing Empathy Through Non-verbal Cues

2.5 Applying Feedback for Enhanced Customer Interactions

Techniques for Handling Difficult Situations and Customers 5 classes

3.1 Understanding Customer Behaviours and Emotions

3.2 Identifying Common Difficult Situations

3.3 Practicing Active Listening Techniques

3.4 Implementing Conflict Resolution Strategies

3.5 Applying Techniques to Calm and Satisfy Customers

Building Long-Term Customer Relationships and Trust 5 classes

4.1 Understanding the Importance of Customer Relationships

4.2 Identifying Key Factors in Building Trust

4.3 Developing Effective Communication Skills

4.4 Implementing Strategies for Long-Term Engagement

4.5 Evaluating and Enhancing Customer Loyalty

5 Service Desk Operations and Strategies 4 chapters · 20 classes · 100 marks

Understanding the Role of an IT Service Desk 5 classes

1.1 Exploring the Core Functions of an IT Service Desk

1.2 Identifying Key Roles and Responsibilities within the IT Service Desk

1.3 Understanding the Importance of Customer Service in IT Support

1.4 Analyzing Common Tools and Technologies Used in Service Desks

1.5 Applying Best Practices for Effective IT Service Desk Management

Customer Service Excellence in IT Service Desk Operations 5 classes

2.1 Understanding Customer Service Excellence in IT Support

2.2 Identifying Key Customer Service Skills for IT Professionals

2.3 Implementing Effective Communication Strategies

2.4 Resolving Customer Issues with Empathy and Efficiency

2.5 Evaluating Customer Feedback to Enhance Service Quality

Key Processes and Tools for Efficient Service Desk Operations 5 classes

3.1 Understanding Key Service Desk Processes

3.2 Exploring Essential Service Desk Tools

3.3 Implementing Incident Management Techniques

3.4 Analyzing Problem Management Strategies

3.5 Enhancing Service Desk Efficiency through Automation

Performance Metrics and Continuous Improvement Strategies 5 classes

4.1 Understanding Key Performance Metrics in Service Desk Operations

4.2 Measuring and Analyzing Service Desk Performance

4.3 Identifying Areas for Improvement through Data Insights

4.4 Implementing Continuous Improvement Strategies

4.5 Monitoring and Evaluating Improvement Initiatives

6 Introduction to IT Service Management 4 chapters · 20 classes · 100 marks

Fundamentals of IT Service Management 5 classes

1.1 Understanding IT Service Management Concepts

1.2 Exploring the Role of IT Services in Business

1.3 Identifying Key Processes in IT Service Management

1.4 Examining the IT Service Lifecycle

1.5 Applying Best Practices in IT Service Management

IT Service Management Frameworks 5 classes

2.1 Understanding IT Service Management Concepts

2.2 Exploring ITIL Framework Essentials

2.3 Comparing ITIL, COBIT, and ISO/IEC 20000 Frameworks

2.4 Identifying Key IT Service Management Processes

2.5 Applying Frameworks to Real-World Scenarios

Key IT Service Management Processes 5 classes

3.1 Understanding the ITIL Framework: Foundation Concepts

3.2 Exploring Incident Management: Key Roles and Responsibilities

3.3 Mastering Problem Management: Techniques and Tools

3.4 Implementing Change Management: Processes and Practices

3.5 Evaluating Service Level Management: Metrics and Outcomes

Roles and Responsibilities in IT Service Management 5 classes

4.1 Understanding Key IT Service Management Roles

4.2 Exploring Responsibilities Within IT Service Teams

4.3 Identifying Best Practices for Role Implementation

4.4 Comparing Roles Across Different IT Service Models

4.5 Applying Role-Based Strategies in IT Service Management

Assessment Breakdown

70%

Theory

20%

Practical

10%

Project

Passing Mark: 300 / 500 (60%)

Methods: Written Examination, Practical Assignment, Portfolio Assessment

How to Enrol

Website: lapt.org

Email: info@lapt.org

Phone: +44 7513 283044

Address: 85 Great Portland Street, W1W 7LT, United Kingdom

Hours: Monday – Friday, 9AM – 5PM

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