The Operations Management process is supported by Mansystems through a special process module that was added to the standard incident-, change-, and problem processes. It has been designed to handle all daily reoccurring tasks such as maintenance and management of the IT infrastructure. Operations Management encompasses everything that is not an incident, a change or a problem.

This course considers all topics concerning the ExpertDesk Operations Management process. The training contains a combination of lectures and lab exercises that explain the Operations Management process.

Course Objectives

At the end of the course, students:

Process knowledge

• Are familiar with the concept of tickets and tasks.
• Are familiar with the responsibilities of groups and individuals within the process.
• Know the basic concepts and terminology’s used within the process such as service process, service, CI, status and progress notes.
• Recognizes different roles, users and groups within the operations process.

ExpertDesk skills for Operations Management

• Can define new operation calls and use all functionalities in the change form
• Know how to enter and process the information for the Operations Management process as efficiently as possible
• Can pick up new calls in the Operations Management form and process them
• Know the interface and functionalities of the Operations Management form
• Can create links between incident tickets, operation tickets and other ITIL processes
• Know how to find links between tickets and review them
• Know the purpose of correlation signaling and can use this information within the Operation Management process.
• Are able to use the system to strategically process calls. This way calls can be automatically entered into the system.

Student Profile

The training course is intended for employees involved in the Operations Management process. The ExpertDesk basic course is prerequisite to participation.

Course Information

The course is taught to groups of at least 5 but no more than 10 participants.
The fee for the half-day course is € 225,-.

Available course dates