Professional Certificate in High-Performance Tech Support Services
-- ViewingNowThe Professional Certificate in High-Performance Tech Support Services is a vital course designed to equip learners with the essential skills necessary to thrive in the rapidly evolving tech support industry. This certificate course emphasizes the importance of high-performance tech support services in today's interconnected world, where businesses rely heavily on technology to drive growth and success.
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โข Introduction to High-Performance Tech Support Services: Understanding the landscape, trends, and best practices.
โข Service Delivery Management: Developing and managing service level agreements (SLAs), escalation processes, and communication plans.
โข Incident Management: Identifying, analyzing, and resolving incidents, with a focus on root cause analysis and preventive measures.
โข Problem Management: Identifying, analyzing, and resolving problems through a structured approach that includes known error databases and change management.
โข Change Management: Planning, implementing, and reviewing changes to the IT infrastructure and services, with a focus on risk assessment and communication.
โข Configuration Management: Establishing and maintaining a configuration management system (CMS) that includes accurate, up-to-date data on all IT assets and their relationships.
โข Service Asset and Configuration Management: Managing the lifecycle of all configuration items (CIs) and ensuring that they are properly documented, controlled, and retired.
โข Release Management: Planning, coordinating, and delivering changes to IT services in a controlled and predictable manner, with a focus on testing and validation.
โข Continual Service Improvement: Measuring, analyzing, and improving IT services and processes, with a focus on value creation and customer satisfaction.
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