From the course: IT Service Desk: Management Fundamentals

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Developing ongoing training

Developing ongoing training

From the course: IT Service Desk: Management Fundamentals

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Developing ongoing training

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- Now let's look at areas that will help in developing ongoing, continuous skills training and to tackle new training opportunities as well. First, utilize all the resources at your disposal. You may have more than you think or are currently using. Many organizations that I work with don't take full advantage or leverage resources that are available. As an example, if there's training that another department has implemented, can you license it and use it for the service desk? Can you allocate resources from another group to help assess and create training? Be creative, assess and use your resources. Here are categories of tools that will help implement ongoing training. Metrics reports, this can be from your service management system and from your ACD. Quality assurance scorecards from your formal quality checks. Informal quality checks of your tickets, emails, chats, calls, and knowledge articles. Customer survey or customer experience surveys. SOP review that is constant and based…

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