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Certificate Level 2-3 Foundation IT Industry IT Service Management & Project Management

Certificate in IT Service Desk Operations

Foundation Level

6 Subjects
24 Chapters
120 Lessons
500 Marks

LAPT — London Academy of Professional Training

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Certificate in IT Service Desk Operations
Certificate Level 2-3
  • IT-ISM-F
  • Foundation Stage
  • 500 total marks
  • Pass: 300 marks (60%)
  • Validity: Lifetime
Enrol Now View Brochure
AwardCertificate
Global LevelLevel 2-3
Total Marks500
Pass Mark300 (60%)
Subjects6
Chapters24
Classes120

About This Certification

Who Is This 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.

Course Curriculum

6 subjects • 24 chapters • 120 classes
01
Performance Measurement and Improvement
4 chapters • 20 classes • 75 marks • 10h
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
02
Problem Resolution and Incident Management
4 chapters • 20 classes • 75 marks • 15h
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
03
Technical Support Fundamentals
4 chapters • 20 classes • 75 marks • 15h
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
04
Customer Service Skills and Techniques
4 chapters • 20 classes • 75 marks • 10h
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
05
Service Desk Operations and Strategies
4 chapters • 20 classes • 100 marks • 15h
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
06
Introduction to IT Service Management
4 chapters • 20 classes • 100 marks • 15h
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 & Grading

Assessment Methods
  • Written Examination
  • Practical Assignment
  • Portfolio Assessment
Theory
70%
Practical
20%
Project
10%
Certificate in IT Service Desk Operations
Certificate Level 2-3
  • IT-ISM-F
  • Foundation Stage
  • 500 total marks
  • Pass: 300 (60%)
  • Validity: Lifetime
  • IT Industry
Enrol Now View Brochure
Enrol Now

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