Service Management

Help Desk Professional Certification HDPC™ отличава компаниите и физическите лица като част от възприемането на най-добрите практики в индустрията за ИТ поддръжка.

Програмата включва управленски умения, финансово управление, soft skills, техники и инструменти.

Service Desk е основна ИТ услуга в рамките на дисциплината управление на ИТ услуги (ITSM), както е дефинирано от Information Technology Infrastructure Library (ITIL). Предназначен е да осигури т. нар. Single Point of Contact (“SPOC”), за да отговори на комуникационните нужди както на потребителите, така и на ИТ персонала. Служи също за задоволяване на целите както на клиента, така и на ИТ доставчика.

Този сертификат потвърждава, че кандидатът притежава познания за практиките и уменията, необходими за успешно ръководене, мотивиране и управление на екипи за техническа поддръжка, с цел предоставяне на отлично обслужване на клиенти, като същевременно се съгласува стратегически с нуждите на бизнеса.

This FitSM® Foundation course aims to provide the basic IT service management concepts and terms (based on FitSM-0), outline the purpose and structure of FitSM standards and their relationship to other standards, and understand the process framework underlying FitSM and the requirements defined within it.

This course is provided by iLEARN / iCONS and will help you pass the FitSM® Foundation exam and get certified. 

This certification level covers the core principles of SIAM, as well as the terminology. Also, potential benefits, challenges and risks of implementing SIAM are discussed in this course.

SIAM certifications are for service managers who manage any combination of internal and external service providers. These include consultants, service managers, project and programme managers, and relationship, change and commercial managers, as well as solutions architects.

This course is provided by iLEARN / iCONS and will help you pass the SIAM™ Foundation exam and get certified. 

VeriSM™ Foundation focuses on the VeriSM™ model which emphasizes the focus on value, outcomes, and an organization’s goals. It also includes a unique management mesh, the guidance for choosing the appropriate management practices to establish the product or service. It gives context to Service Management in the digital age and looks at how emerging technologies and progressive management practices can be applied to add value for the consumer.

This course is provided by iLEARN / iCONS and will help you pass the VeriSM™ Foundation exam and get certified.