Service Desk – Service Operation von Helen Morris

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Über den Vortrag

Der Vortrag „Service Desk – Service Operation“ von Helen Morris ist Bestandteil des Kurses „ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:

  • Service Desk Function: Definition and Role
  • Service Desk Function: Objectives
  • Service Desk Function: Interfaces
  • SPOC and Service Desk People
  • Service Desk Function: Summary

Quiz zum Vortrag

  1. Preventing incidents from recurring
  2. Providing a first point of contact
  3. Resolving straightforward incidents
  4. Providing updates to users
  1. 2, 3, and 4
  2. 1 and 2
  3. 2 and 3
  4. 1, 2, 3 and 4

Dozent des Vortrages Service Desk – Service Operation

 Helen Morris

Helen Morris

Helen Morris, the owner of Henry Gale Associates Ltd. and co-director of Helix Service Management Service Ltd., is an experienced consultant and trainer, with over 20 years of experience in service management, including operational management of service desks, technical support teams, and service level management. She provides quality training and consultancy worldwide, which has helped a number of organizations in both the public and the private sector to achieve best practice implementations. Helen Morris also leads programs to achieve significant improvements in customer satisfaction and service quality. Many of her assignments involve an initial assessment against best practice, recommendations for improvement, and target setting.


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