Duration 3 Days – 21 hrs.
Overview
The ITIL Service Desk, Incident and Request Fulfillment Training Course provides participants with a comprehensive understanding of modern IT Service Management (ITSM) practices focused on Service Desk operations, Incident Management, and Service Request Management based on ITIL best practices. The course equips participants with the knowledge and practical skills required to deliver high-quality IT support, restore services efficiently, manage service requests effectively, improve customer satisfaction, and contribute to continual service improvement.
Participants will learn how Service Desk functions operate within an organization, how incidents are prioritized and resolved, how service requests are fulfilled using standardized processes, how SLAs are managed, and how ITSM tools support operational excellence. Through practical exercises, process simulations, and real-world scenarios, attendees will develop the competencies required to support enterprise IT operations and digital service delivery.
Objectives
- Understand the ITIL framework and IT Service Management (ITSM) principles.
- Explain the roles and responsibilities of an IT Service Desk.
- Differentiate incidents, service requests, problems, and changes.
- Apply Incident Management processes to restore normal service operations.
- Manage Service Request Fulfillment using standardized workflows.
- Perform ticket classification, prioritization, escalation, and closure.
- Utilize Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Improve customer experience through effective communication and support.
- Understand Major Incident Management procedures.
- Apply Continual Improvement practices to Service Desk operations.
- Identify automation opportunities for repetitive service requests.
- Implement ITIL best practices using common ITSM platforms.
Target Audience
- IT Service Desk Analysts
- Help Desk Support Engineers
- Technical Support Specialists
- Desktop Support Engineers
- IT Operations Personnel
- Infrastructure Support Engineers
- System Administrators
- Application Support Teams
- Incident Managers
- Service Delivery Managers
- IT Supervisors
- IT Team Leaders
- New IT Support Professionals
Prerequisites
- Basic knowledge of Information Technology concepts
- Basic understanding of Windows, networking, or enterprise applications
- Experience providing technical support is beneficial but not mandatory
- No prior ITIL certification is required
Course Outline
Day 1 – ITIL Foundations and Service Desk Operations
Module 1: Introduction to IT Service Management (ITSM)
- ITSM principles
- Business value of IT services
- Service value system
- ITIL framework overview
- ITIL practices overview
- Digital transformation and ITSM
Module 2: Understanding the Service Desk
- Purpose of the Service Desk
- Roles and responsibilities
- Single Point of Contact (SPOC)
- Service Desk organizational structures
- Centralized vs Distributed vs Virtual Service Desk
- Customer-centric support
Module 3: Service Desk Communication Skills
- Professional customer interaction
- Active listening
- Managing difficult users
- Email and phone etiquette
- Ticket documentation best practices
Module 4: ITSM Tools Overview
- Ticketing systems
- Knowledge base management
- Self-service portals
- Service catalogs
- Automation basics
Hands-on Workshop
- Logging incidents
- Creating service requests
- Categorizing tickets
- Assigning priorities
Day 2 – Incident Management and Request Fulfillment
Module 5: Incident Management
- Incident lifecycle
- Incident identification
- Logging incidents
- Categorization
- Prioritization
- Impact vs Urgency
- Incident assignment
- Escalation procedures
- Resolution
- Closure
Module 6: Major Incident Management
- Major incident criteria
- War room coordination
- Communication management
- Stakeholder updates
- Post-Incident Review (PIR)
Module 7: Service Request Management
- Service request lifecycle
- Standard requests
- Non-standard requests
- Approval workflows
- Request fulfillment
- Service catalog integration
- Automation opportunities
Module 8: Knowledge Management
- Knowledge articles
- Known Error Database (KEDB)
- Knowledge-centered support
- Self-service enablement
Practical Labs
- Incident prioritization exercises
- Escalation scenarios
- Request fulfillment workflow simulation
- SLA tracking exercises
Day 3 – Service Excellence, Metrics, and Continual Improvement
Module 9: Service Level Management
- Service Level Agreements (SLAs)
- Operational Level Agreements (OLAs)
- Underpinning Contracts
- SLA monitoring
- Escalation metrics
Module 10: Performance Measurement
- Key Performance Indicators (KPIs)
- First Call Resolution (FCR)
- Mean Time to Resolution (MTTR)
- Mean Time to Respond (MTTRsp)
- Customer Satisfaction (CSAT)
- Ticket aging
- Backlog management
Module 11: Continual Improvement
- Continual Improvement Model
- Root cause analysis
- Process optimization
- Lessons learned
- Improvement planning
Module 12: Service Desk Best Practices
- Shift handovers
- Queue management
- Workforce planning
- Automation and AI-assisted Service Desk
- Chatbots and virtual agents
- Future of IT support
Capstone Workshop
- End-to-end Incident Management simulation
- Service Request Fulfillment simulation
- KPI dashboard review
- Process improvement presentation
