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The Itil Community Forum: Forums
ITIL :: View topic - Training for Service Desk staff
lazzareo Newbie Joined: Dec 18, 2008 Posts: 2 Location: Manchester
Posted: Thu Dec 18, 2008 11:08 pm Post subject: Training for Service Desk staff
Could anyone reccomend any training courses whether external or eLearning for Service Desk staff?
I have just taken over a department which runs a Service Desk however there has never been any formal training.
rzesie Itiler Joined: Apr 23, 2007 Posts: 22
Posted: Fri Dec 19, 2008 10:13 pm Post subject:
Any hints on the environment, scope, the level of the staff (newbies, experienced agents)?
mnsmith Senior Itiler Joined: Mar 31, 2008 Posts: 109 Location: North West England
Posted: Fri Dec 19, 2008 11:10 pm Post subject:
I suspect a lot of people will know the "generic" answer to this question because it's often used during the v2 ITIL Managers course.
Training is generally split into three area:
- business awareness (what your customers do)
- technology awareness (what your systems do)
- interpesonal skills (how to talk proper)
There's also the fundamental course they all need to take - ITIL Foundation (either V2 or 3 depending on your organisation).
Hope that helps
DML Senior Itiler Joined: Nov 23, 2008 Posts: 50
Posted: Thu Jan 15, 2009 7:32 pm Post subject:
This might be a bit late, but the Service Desk Institute offers training courses specifically for SD staff and Mgrs (they used to be the Help Desk Instiute). There are formal qualifications that can be acheived through this training.
I know of a few training companies that offer this training - so let me know if you want more info
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