TECH 201 IT Helpdesk

This course introduces service management and covers the core concepts of creating value, service offerings, service relationships, achieving outcomes, managing costs, mitigating risks, and measuring the utility and warranty of a given service. This course also introduces the new ITIL 4 Foundation certification exam, which is the entry-level certification in the ITIL framework and offers an exceptional overview of ITIL.  

Credits

3

Outcomes

1. Understand the key concepts and the four dimensions of IT service management.
2. Understand how ITIL practices contribute to a value stream for user support.
3. Describe the practical approach to digital transformation and end-to-end operating model.
4. Ability to describe how models from Lean, Agile, and change management impact the service management process.