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Chapter I - Introduction 5
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IntroLecture1.1
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AgendaLecture1.2
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Meet & GreetLecture1.3
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OutsourcingLecture1.4
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A day in the life of a Help Desk agentLecture1.5
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Chapter II - Tools 2
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Chapter III - ServiceNow - ITSM Processes 8
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IntroLecture3.1
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Hands On ServiceNow instanceLecture3.2
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User InterfaceLecture3.3
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Configure the BannerLecture3.4
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Incident ManagementLecture3.5
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Service Request ManagementLecture3.6
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Knowledge ManagementLecture3.7
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Service Level ManagementLecture3.8
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Chapter IV - HR Ready 1
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IT Help Desk InterviewLecture4.1
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