Information Technology Service Management (ITSM) Processes. 1) Service Request Management Focuses on requests and responses for the IT help-desk items. The processes should be established and uniform. To reduce the workload on agents, organization may consider implementing self service options or chat-bots. 2) Service Catalogs Generally Service Catalogs is a central location/webpage with all the details for contacting the help-desk. It may also contain the self service options and solutions for common problems/issues. 3) Knowledge,Policy and Procedures. This is the knowledge base which controls the collection, maintenance and distribution of information sharing throughout the organization. It shall include the policies, standards, guidelines and the operating procedures for each process or tasks. 4) Incident Management. Defines process on how to handle a situation when an incident happens and how to fix the situation in an accelerated and organized manner. The objective is to reduce t
Register for Ignite '20 to be eligible for free PaloAlto product training and certification prep courses. Specific product deep dive training sessions and free certification vouchers will only be available to those who attend the two-day, virtual Ignite '20 conference happening on November 16,17,18. After engaging in a full session, you’ll get a voucher to take the exam of your choice for free.
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