Service Desk Role

Acara

10 – 11 Desember 2018 | Rp. 5.900.000 Per Peserta di Yogyakarta/ Semarang/ Solo
10 – 11 Desember 2018 | Rp. 6.900.000 Per Peserta di Bandung/ Jakarta/ Surabaya
10 – 11 Desember 2018 | Rp. 7.900.000 Per Peserta di Bali/ Batam/ Balikpapan/ Manado/ Lombok

Jadwal Training 2018 Selanjutnya …

02 – 03 Januari 2019 | Rp 5.900.000 per peserta di Yogyakarta
02 – 03 Januari 2019 | Rp 6.900.000 per peserta di Bandung/ Jakarta/ Surabaya

Jadwal Training 2019 Selanjutnya …

 

Service Desk Role Training Background

This course aims at raising individual’s understanding of, and competence in IT Service Management as described in the best practice or best framework such as in ITIL especially as related to service desk role.

This course provides IT practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful service desk role. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

The purpose of this  course is  to help the participants  to define role of service desk and to comprehend anfd explain the

concept of service desk as a practice, and moreover is to certify that the candidate has gained knowledge in service desk management, structure and basic concepts and has comprehended the core principles of service desk practices as referenced in the ITIL.

 

Service Desk Role Training Objectives

  • Explain the goal and objectives of the Service Desk
  • Explain the goal and objectives of Incident Management
  • Understand and explain processes, roles and functions, especially those related to Service Desk Incident Management (SDIM)
  • Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to SDIM
  • Develop and improve the customer and business focus of SDIM
  • Use and apply the  Incident Management Process to manage the resolution of incidents by the Service Desk and all other areas of IT
  • Define Service Desk role requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment
  • Implement and manage incidents through all stages of the incident lifecycle
  • Develop and agree incident categories and priorities in collaboration with the relevant stakeholders
  • Co-ordinate, schedule, target and focus resources on the resolution of incidents, based on priorities
  • Be aware of the support tools and techniques available for the implementation and support of Incident Management and the Service Desk, where possible identifying and instigating improvements
  • Practical analysis of incident records, reports and statistics and propose resolutions to reduce the number of incidents by proactively preventing potential incidents, in conjunction with Problem Management
  • Produce SDIM reports for dissemination and interpret and use their contents
  • Understand the interdependencies between SDIM and other IT areas and processes
  • Assist with the planning and implementation of SDIM

 

Service Desk Role Training Audience:

  • Individuals who require a working knowledge of the industry best practice used in SDIM (Service Desk Incident Management), and how it may be used to enhance the quality of Information Technology Service Management (ITSM)  within an organization.
  • IT professionals who are working within an organization which has adopted and adapted some of these practices and are required to deliver or improve SDIM within an ongoing Service Improvement Programme (SIP), and  applying them in a working environment

 

Service Desk Role Training Contents

  1. Achieving Maximum Cost-Benefit in Service Desk Role such as:
  2. Role Service Desk in:
  3. Critical Success Factors in the Role of Service Desk
  4. Key performance Indicators in the Role of Service Desk
  5. Service Desk and IT Security
  6. Service Desk Sofware
  7. Case Study

 

Service Desk Role Training Methods :

  • Presentation
  • Discussion
  • Case Study

 

Service Desk Role Training Schedules

Hotel Santika Kuta, Bali
Hotel Nagoya Plaza, Batam
Hotel Fave, Balikpapan
Hotel Aston, Manado
Hotel Lombok Raya, Mataram
Hotel 101 Dago , Bandung
Hotel Santika Pandegiling, Surabaya
Sofyan Hotel Betawi, Jakarta
Hotel Ibis Solo
Hotel Ibis Simpang Lima, Semarang
Hotel Ibis Malioboro, Yogyakarta

  • 26 – 27 November 2018
  • 03 – 04 Desember 2018
  • 10 – 11 Desember 2018
  • 17 – 18 Desember 2018
  • 26 – 27 Desember 2018

 

Service Desk Role Training Time & Venue

Hotel Santika Kuta, Bali
Hotel Nagoya Plaza, Batam
Hotel Fave, Balikpapan
Hotel Aston, Manado
Hotel Lombok Raya, Mataram
Hotel 101 Dago , Bandung
Hotel Santika Pandegiling, Surabaya
Sofyan Hotel Betawi, Jakarta
Hotel Ibis Solo
Hotel Ibis Simpang Lima, Semarang
Hotel Ibis Malioboro, Yogyakarta

  • 02 –03 Januari 2019
  • 07 – 08 Januari 2019
  • 14 – 15 Januari 2019
  • 21 – 22 Januari 2019
  • 28 – 29 Januari 2019
  • 06 – 07 Februari 2019
  • 11 – 12 Februari 2019
  • 18 – 19 Februari 2019
  • 25 – 26 Februari 2019
  • 04 – 05 Maret 2019
  • 11 – 12 Maret 2019
  • 18 – 19 Maret 2019
  • 25 – 26 Maret 2019
  • 01 – 02 April 2019
  • 08 – 09 April 2019
  • 15 – 16 April 2019
  • 22- 23 April 2019
  • 29 – 30 Mei 2019
  • 06 – 07 Mei 2019
  • 13 – 14 Mei 2019
  • 20 – 21 Mei 2019
  • 27 – 28 Mei 2019
  • 12 – 13 Juni 2019
  • 17 – 18 Juni 2019
  • 24 – 25 Juni 2019
  • 01 – 02 Juli 2019
  • 08 – 09 Juli 2019
  • 15 – 16 Juli 2019
  • 22 -23 Juli 2019
  • 29 – 30 Juli 2019
  • 05 – 06 Agustus 2019
  • 13 – 14 Agustus 2019
  • 19 – 20 Agustus 2019
  • 26 – 27 Agustus 2019
  • 02 – 03 September 2019
  • 09 – 10 September 2019
  • 16 – 17 September 2019
  • 23 – 24 September 2019
  • 30 September – 01 Oktober 2019
  • 07 – 08 Oktober 2019
  • 14 – 15 Oktober 2019
  • 21 – 22 Oktober 2019
  • 28 – 29 Oktober 2019
  • 04 – 05 November 2019
  • 11 – 12 November 2019
  • 18 – 19 November 2019
  • 25 – 26 November 2019
  • 02 -03 Desember 2019
  • 09 – 10 Desember 2019
  • 16 – 17 Desember 2019
  • 23 – 24 Desember 2019
  • 30 – 31 Desember 2019

 

Service Desk Role Training Investment and facilities

  • Rp 7.900.000 (Non Residential, Belum Terasuk Pajak PPn 10%) untuk lokasi di Bali, Batam, Balikpapan, Manado atau Lombok
  • Rp 6.900.000 (Non Residential, Belum Terasuk Pajak PPn 10%)) untuk lokasi di Bandung, Jakarta atau Surabaya
  • Rp 5.900.000 (Non Residential, Belum Terasuk Pajak PPn 10%) untuk Lokasi Solo, Semarang atau Yogyakarta
  • Quota minimum 2 peserta
  • Quota minimum 3 peserta ( Untuk Manado, Balikpapan dan Lombok Quota minimal 4 peserta)
  • Fasilitas : Certificate,Training kits, USB,Lunch,Coffe Break, Souvenir
  • Untuk peserta luar kota disediakan transportasi antar-jemput dari Bandara/Stasiun ke Hotel khusus bagi perusahaan yang mengirimkan minimal 3 orang peserta)

 

Service Desk Role Training Instruktur

Dr. Ir. Fauzi Hasan. MM, MBA, and Team

 

ROLE SERVICE DESK

 

Formulir Pra-Pendaftaran Public Training / Permintaan Informasi Lebih Lanjut
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  13. PESAN UNTUK PENYELENGGARA TRAINING
 

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