State of Iowa Department of Administrative Services (das) Information Technology Enterprise (ite) Hoover State Office Building – b level Des Moines, Iowa 50319  

Overview/Description
Organizations that provide IT services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction. The delivery and support of IT services are divided into core processes within ITIL. This course provides an overview of IT service management (ITSM), and it covers one service support function--the service desk--and one service support process--incident management.
Target Audience: For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization
Lesson Objectives:

• 
  IT Service Management (ITSM) Overview
  
• 
  The Service Desk
  
• 
  Incident Management
  
• 
  Handling Customer Conflicts Over the Phone
  

Expected Duration 3.5 hours
Interested in the above online course. See the 5^th page of this newsletter for enrollment form.


Direct all Education Comments and Questions to:
Bruce Hupke – 281-6984

bruce.hupke@iowa.gov