IT Service Desk: Service Management

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  • Course details

    As technology continues to evolve, businesses are presented with both challenges and opportunities. Organizations now have access to all manner of innovative new tools; however, they also need to grapple with their customer's rapidly changing needs. As a leader working at a help desk, support center, or service desk, you must ensure that your service management practices keep up with the times. In this course, instructor Fancy Mills-Knebel details how to implement the latest service management best practices and processes to ensure that your IT services remain customer-focused and process-driven. Learn how to best approach incident management, problem management, and change management, as well as how to assess and improve your current program.


    • Click here to view HDI’S instructor page


      HDI is a leading events and services organization.

      HDI empowers the technical support and service management community to advance their strategy, operations, and teams through optimized service delivery.

      For thirty years, HDI has partnered with thousands of professionals and their organizations to help them drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. From the employee to the enterprise, HDI helps to transform service and support through a comprehensive lineup of training and certification courses, industry-leading annual conferences, consulting services, community-based networking opportunities, and research and informational resources. Learn more about HDI at
    • Click here to view Fancy Mills-Knebel’s instructor page

      Fancy Mills-Knebel

      Fancy Mills has 20 years of experience in training, consulting, recruiting, and workforce management.

      Fancy's experience focused in the technical support and contact center industries. As a Certified Workforce Manager, she has assisted companies in developing staffing and workforce management best practices and standard operating procedures. As a corporate trainer since 2000, she has certified thousands of support professionals, managers, directors, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and training for Fortune 500 companies in the areas of process improvement, quality management, customer service, presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as Fusion, HDI, and ATD.

    Skills covered in this course

  • Transform your service management

    - We've all heard that we are going through a fourth industrial revolution as part of our transformation, leading us into this new digital age. What exactly is the digital age and how exactly do we transform? Think of it this way. Digital transformation is using technology to transform the business to drive value to make processes work better. We've now got hyperfocused technology AI tools like chat bots and virtual assistance, data analytics tools, agent assist tools, and knowledge-powered AI workflows. The sky is the limit. The key is these tools must be aligned with practices, culture, and a focus on the customer experience to be successful. The question we want to focus on first is what are the business outcomes you want to achieve? Then we can move on to determine how does that business objective impact my service management strategy and the overall direction of the service desk? Hi, my name is Fancy Mills,…

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