Upon the completion of the course, the participants should be able to:

  1. Explain the goal and objectives of the Service Desk
  2. Explain the goal and objectives of Incident Management
  3. Understand and explain processes, roles and functions, especially those related to Service Desk Incident Management (SDIM)
  4. Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to SDIM
  5. Develop and improve the customer and business focus of SDIM
  6. Use and apply the Incident Management Processto manage the resolution of incidents by the Service Desk and all other areas of IT
  7. Define Service Desk role requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment
  8. Implement and manage incidents through all stages of the incident lifecycle
  9. Develop and agree incident categories and priorities in collaboration with the relevant stakeholders
  10. Co-ordinate, schedule, target and focus resources on the resolution of incidents, based on priorities
  11. Be aware of the support tools and techniques available for the implementation and support of Incident Management and the Service Desk, where possible identifying and instigating improvements
  12. Practical analysis of incident records, reports and statistics and propose resolutions to reduce the number of incidents by proactively preventing potential incidents, in conjunction with Problem Management
  13. Produce SDIM reports for dissemination and interpret and use their contents
  14. Understand the interdependencies between SDIM and other IT areas and processes
  15. Assist with the planning and implementation of SDIM

Training Descriptions Service Desk Role

This course aims at raising individual’s understanding of, and competence in IT Service Management asdescribed in the best practice or best framework such as in ITIL especially as related to service desk role.

This course provides IT practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful service desk role. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

The purpose of this course is to help the participants to define role of service desk and to comprehend anfd explain the

concept of service desk as a practice, and moreover is to certify that the candidate has gained knowledge in service desk management, structure and basic concepts and has comprehended the core principles of service desk practices as referenced in the ITIL.

Target Audience Service Desk Role

This course is aimed at those working or preparing to work in a Service Desk function and / or within an incident management process whether at a technical, operational, supervisory or managerial level. Upon the completion of the course the participants should have gained the knowledge of relevant industry best practices, and the prticipants identified as:

Individuals who require a working knowledge of the industry best practice used in SDIM (Service Desk Incident Management), and how it may be used to enhance the quality of Information Technology Service Management (ITSM) within an organization.
IT professionals who are working within an organization which has adopted and adapted some of these practices and are required to deliver or improve SDIM within an ongoing Service Improvement Programme (SIP), and applying them in a working environment
Course Contents and Descriptions Service Desk Role

Day 1:

  1. Introduction on Service Functions and Roles
  2. Service Desk as a Practice
  3. Service Desk activitie such as:
  4. Receive all calls and e-mailson incidents
  5. Incident recording (including RFC’s)
  6. Incident Classification
  7. Incident Prioritisation
  8. Incident Escalation
  9. Search for Work Around
  10. Update the customer and IT group on progress
  11. Perform communication activities for the other processes (e.g. Release notifications, change schedules, SLM-reports)
  12. Perform daily CMDB verification
  13. Report to Management, Process Managersand customers (through SLM) on Service Desk performance
  14. Maintaining sucessful Service Desk

Day 2:

Achieving Maximum Cost-Benefit in Service Desk Role such as:


  1. Personnel – to man Service Desk(Set-up and ongoing)
  2. Accommodation – Physical location (Set-up and ongoing)
  3. Software – Tools (Set-up and ongoing)
  4. Hardware – Infrastructure (Set-up)
  5. Education – Training (Set-up and ongoing)
  6. Procedures – external consultants etc (Set-up)


  1. Improved Customer Service perception and satisfaction
  2. Increased accessibility through a single point of contact, communication, and information
  3. Better-quality and quicker turnaround of customer requests
  4. Improved teamwork and communication
  5. Enhanced focus and a proactive approach to Service provision
  6. A reduced negative business impact
  7. Better managed infrastructureand control
  8. Improved usage of IT support resources and increased productivity of business personnel
  9. More meaningful management information to support decisions.
  10. Role Service Desk in:
  11. Incident Management
  12. Problem Management
  13. Event management
  14. Change Management
  15. Critical Success Factors in the Role of Service Desk
  16. Key performance Indicators in the Role of Service Desk
  17. Service Desk and IT Security
  18. As the Service/Help Desk is generally the first contact a business user has when reporting something out of the ordinary, the skill and assiduity of the Help Desk staff can often prevent recurrence of incidents, and instigate measures that will limit the impact of any breaches in IT Security.

Service Desk Sofware

A range of sofware for supporting role of service desk sofware will be introduced to the participants

Case Study

The subject of the case study shall be related to the role of service desk and the perspespective of the performance


Jadwal Pelatihan Jakarta Training 2021 :


5-7 Januari 2021 | 19-21 Januari 2021 | 26-28 Januari 2021

9-10 Februari 2021 | 23-25 Februari 2021

9-11 Maret 2021 | 23-25 Maret 2021

6-8 April 2021 | 20-22 April 2021 | 27-29 April 2021

4-6 Mei 2021 | 11-13 Mei 2021 | 18-20 Mei 2021 | 25-27 Mei 2021

8-10 Juni 2021 | 22-24 Juni 2021

14-16  April 2021

13-15 Juli 2021 | 20-22 Juli 2021

3-5 Agustus 2021 | 24-26 Agustus 2021

7-9 September 2021 | 21-23 September 2021

5-7 Oktober 2021 | 19-21 Oktober 2021

7-9  Juli 2021

9-11 November 2021 | 23-25 November 2021

7-9 Desember 2021 | 14-16 Desember 2021 | 21-23 Desember 2021

CatatanJadwal tersebut dapat disesuaikan dengan kebutuhan calon peserta.Training Afe Budget Migas Jakarta Fixed Running

Biaya dan Lokasi Pelatihan : Pelatihan Estimasi Biaya Proyek Afe Di Jakarta

Training Efe Project Pasti Jalan

  • Yogyakarta, Hotel Dafam Malioboro
  • Jakarta, Hotel Amaris Tendean
  • Bandung, Hotel Golden Flower
  • Bali, Hotel Ibis Kuta

Catatan :Biaya diatas belum termasuk akomodasi/penginapan.Training Estimasi Biaya Proyek Afe Jakarta Pasti Running

Investasi Pelatihan Jakarta Training: Pelatihan Efe Project Di Jakarta

  1. Investasi pelatihan selama tiga hari tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.
  2. Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.

Fasilitas Pelatihan di Jakarta Training: Training Afe Budget Preparation Skills Of Oil & Gas Projects Di Jakarta Murah

    1. FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara)
    2. Module / Handout
    3. FREE Flashdisk
    4. Sertifikat
    5. FREE Bag or bagpackers (Tas Training)
    6. Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
    7. 2xCoffe Break & 1 Lunch, Dinner
    8. FREE Souvenir Exclusive
    9. Training room full AC and Multimedia

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