Description: Service Desks are an integral part of any IT service-providing organization, and it's vital to accurately and consistently measure how your Service Desk is performing to ensure it is addressing the needs of customers and users, and also to make changes where necessary. When a decision is made to outsource a Service Desk, there are also special considerations that must be planned to ensure that customers and users receive a consistent level of service.

Target Audience: Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

Duration: 01:30