Certificate in IT Service Desk Operations — Certification Brochure

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London Academy of Professional Training
Certificate
Certificate in IT Service Desk Operations
Foundation Level
REF: IT-ISM-F  •  IT Centres  •  IT Service Management & Project Management
6Subjects 24Chapters 120Classes 440Total Marks 60%Pass Mark LifetimeValidity
At a Glance
ReferenceIT-ISM-F
AwardCertificate
Assessment440 marks — 264 to pass (60%)
PrerequisitesNone
ValidityLifetime
Awarding BodyLAPT — London Academy of Professional Training
Curriculum
1 Customer Service Skills and Techniques 4 chapters · 20 classes  65 marks
• 1 Understanding the Fundamentals of Customer Service in IT — 5 classes
› 1.1 Defining Customer Service in IT Context
› 1.2 Identifying Key Customer Service Attributes
› 1.3 Exploring Common IT Customer Service Challenges
› 1.4 Recognizing Effective Communication Techniques
› 1.5 Applying Active Listening Skills in IT Support
• 2 Developing Effective Communication Skills — 5 classes
› 2.1 Understanding the Basics of Effective Communication
› 2.2 Mastering Active Listening Techniques
› 2.3 Practicing Clear and Concise Verbal Communication
› 2.4 Developing Empathy Through Non-verbal Cues
› 2.5 Applying Feedback for Enhanced Customer Interactions
• 3 Techniques for Handling Difficult Situations and Customers — 5 classes
› 3.1 Understanding Customer Behaviours and Emotions
› 3.2 Identifying Common Difficult Situations
› 3.3 Practicing Active Listening Techniques
› 3.4 Implementing Conflict Resolution Strategies
› 3.5 Applying Techniques to Calm and Satisfy Customers
• 4 Building Long-Term Customer Relationships and Trust — 5 classes
› 4.1 Understanding the Importance of Customer Relationships
› 4.2 Identifying Key Factors in Building Trust
› 4.3 Developing Effective Communication Skills
› 4.4 Implementing Strategies for Long-Term Engagement
› 4.5 Evaluating and Enhancing Customer Loyalty
2 Introduction to IT Service Management 4 chapters · 20 classes  90 marks
• 1 Fundamentals of IT Service Management — 5 classes
› 1.1 Understanding IT Service Management Concepts
› 1.2 Exploring the Role of IT Services in Business
› 1.3 Identifying Key Processes in IT Service Management
› 1.4 Examining the IT Service Lifecycle
› 1.5 Applying Best Practices in IT Service Management
• 2 IT Service Management Frameworks — 5 classes
› 2.1 Understanding IT Service Management Concepts
› 2.2 Exploring ITIL Framework Essentials
› 2.3 Comparing ITIL, COBIT, and ISO/IEC 20000 Frameworks
› 2.4 Identifying Key IT Service Management Processes
› 2.5 Applying Frameworks to Real-World Scenarios
• 3 Key IT Service Management Processes — 5 classes
› 3.1 Understanding the ITIL Framework: Foundation Concepts
› 3.2 Exploring Incident Management: Key Roles and Responsibilities
› 3.3 Mastering Problem Management: Techniques and Tools
› 3.4 Implementing Change Management: Processes and Practices
› 3.5 Evaluating Service Level Management: Metrics and Outcomes
• 4 Roles and Responsibilities in IT Service Management — 5 classes
› 4.1 Understanding Key IT Service Management Roles
› 4.2 Exploring Responsibilities Within IT Service Teams
› 4.3 Identifying Best Practices for Role Implementation
› 4.4 Comparing Roles Across Different IT Service Models
› 4.5 Applying Role-Based Strategies in IT Service Management
3 Performance Measurement and Improvement 4 chapters · 20 classes  65 marks
• 1 Understanding Key Performance Indicators in IT Service Desk Operations — 5 classes
› 1.1 Identifying Key Performance Indicators in IT Service Desks
› 1.2 Analyzing IT Service Desk Performance Metrics
› 1.3 Evaluating the Impact of KPIs on Service Desk Operations
› 1.4 Comparing Industry Standards with In-House KPIs
› 1.5 Implementing Strategies for KPI-Based Performance Improvement
• 2 Data Collection and Analysis Techniques for Performance Improvement — 5 classes
› 2.1 Understanding Performance Metrics: Identifying Key Indicators
› 2.2 Collecting Data Efficiently: Tools and Techniques Overview
› 2.3 Analyzing Collected Data: Methodologies and Best Practices
› 2.4 Interpreting Data for Insight: Drawing Meaningful Conclusions
› 2.5 Applying Data Findings: Strategies for Performance Enhancement
• 3 Strategies for Enhancing Service Desk Performance — 5 classes
› 3.1 Understanding Key Service Desk Performance Metrics
› 3.2 Analyzing Current Performance Levels
› 3.3 Identifying Areas for Improvement
› 3.4 Implementing Performance Enhancement Strategies
› 3.5 Monitoring and Evaluating Improvement Outcomes
• 4 Monitoring and Continuous Improvement in IT Service Desk Operations — 5 classes
› 4.1 Understanding Key Performance Indicators in IT Service Desks
› 4.2 Analyzing Data Trends to Identify Improvement Areas
› 4.3 Implementing Feedback Loops for Continuous Service Enhancement
› 4.4 Applying Best Practices for Performance Monitoring
› 4.5 Utilizing Tools and Technologies to Support Continuous Improvement
4 Problem Resolution and Incident Management 4 chapters · 20 classes  65 marks
• 1 Fundamentals of Problem Resolution and Incident Management — 5 classes
› 1.1 Understanding the Concepts of Problem Resolution
› 1.2 Identifying Common Incident Types and Their Impact
› 1.3 Analyzing the Problem Resolution Lifecycle
› 1.4 Applying Techniques for Effective Incident Management
› 1.5 Utilizing Tools for Tracking and Resolving Incidents
• 2 Incident Identification and Prioritization Techniques — 5 classes
› 2.1 Understanding Incident Identification
› 2.2 Recognizing and Categorizing IT Incidents
› 2.3 Applying Incident Prioritization Methods
› 2.4 Analyzing the Impact of Incidents
› 2.5 Utilizing Tools for Effective Incident Management
• 3 Problem Resolution Strategies and Tools — 5 classes
› 3.1 Understanding Key Problem Resolution Concepts
› 3.2 Identifying and Categorizing IT Problems Efficiently
› 3.3 Applying Effective Strategies for Incident Management
› 3.4 Utilizing Tools for Monitoring and Problem Resolution
› 3.5 Assessing and Improving Problem Resolution Processes
• 4 Monitoring and Reporting in Incident Management — 5 classes
› 4.1 Understanding the Role of Monitoring in Incident Management
› 4.2 Identifying Key Metrics for Effective Incident Monitoring
› 4.3 Utilizing Tools and Techniques for Incident Reporting
› 4.4 Analyzing Incident Reports to Improve Resolution Strategies
› 4.5 Implementing Continuous Improvement in Monitoring Practices
5 Service Desk Operations and Strategies 4 chapters · 20 classes  90 marks
• 1 Understanding the Role of an IT Service Desk — 5 classes
› 1.1 Exploring the Core Functions of an IT Service Desk
› 1.2 Identifying Key Roles and Responsibilities within the IT Service Desk
› 1.3 Understanding the Importance of Customer Service in IT Support
› 1.4 Analyzing Common Tools and Technologies Used in Service Desks
› 1.5 Applying Best Practices for Effective IT Service Desk Management
• 2 Customer Service Excellence in IT Service Desk Operations — 5 classes
› 2.1 Understanding Customer Service Excellence in IT Support
› 2.2 Identifying Key Customer Service Skills for IT Professionals
› 2.3 Implementing Effective Communication Strategies
› 2.4 Resolving Customer Issues with Empathy and Efficiency
› 2.5 Evaluating Customer Feedback to Enhance Service Quality
• 3 Key Processes and Tools for Efficient Service Desk Operations — 5 classes
› 3.1 Understanding Key Service Desk Processes
› 3.2 Exploring Essential Service Desk Tools
› 3.3 Implementing Incident Management Techniques
› 3.4 Analyzing Problem Management Strategies
› 3.5 Enhancing Service Desk Efficiency through Automation
• 4 Performance Metrics and Continuous Improvement Strategies — 5 classes
› 4.1 Understanding Key Performance Metrics in Service Desk Operations
› 4.2 Measuring and Analyzing Service Desk Performance
› 4.3 Identifying Areas for Improvement through Data Insights
› 4.4 Implementing Continuous Improvement Strategies
› 4.5 Monitoring and Evaluating Improvement Initiatives
6 Technical Support Fundamentals 4 chapters · 20 classes  65 marks
• 1 Understanding IT Service Desk Roles and Responsibilities — 5 classes
› 1.1 Exploring the Purpose of IT Service Desks
› 1.2 Identifying Key Roles within an IT Service Desk
› 1.3 Understanding the Responsibilities of Service Desk Personnel
› 1.4 Analyzing Essential Skills for IT Support Professionals
› 1.5 Applying IT Service Desk Best Practices
• 2 Basic Troubleshooting Methods and Tools — 5 classes
› 2.1 Understanding Common Technical Issues
› 2.2 Identifying Root Causes of Problems
› 2.3 Applying Diagnostic Tools Effectively
› 2.4 Implementing Step-by-Step Troubleshooting Techniques
› 2.5 Evaluating and Documenting Solutions
• 3 Effective Communication in Technical Support — 5 classes
› 3.1 Understanding the Basics of Effective Communication
› 3.2 Exploring Active Listening Techniques
› 3.3 Mastering Non-verbal Communication Skills
› 3.4 Enhancing Clarity and Precision in Communication
› 3.5 Applying Effective Communication in Technical Scenarios
• 4 Service Desk Best Practices and Customer Experience — 5 classes
› 4.1 Understanding Service Desk Best Practices
› 4.2 Identifying Key Components of Exceptional Customer Experience
› 4.3 Implementing Effective Communication Techniques
› 4.4 Analyzing Common Customer Needs and Queries
› 4.5 Enhancing Customer Satisfaction through Feedback and Improvement
LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom
info@lapt.org  •  +44 7513 283044  •  lapt.org		 UKPRN 10067351  •  Company 4984798
Curriculum current at the date of issue.