Professional training – IT Service Management

Service Desk Excellence

Get confident with Service Desk Excellence in 6 hours: focus on Tasks and organisation of the service desk, First-contact resolution and knowledge use and Phone, chat and email support, live with a trainer, online or on-site.

Duration
6 hours, one session
Level
Beginner
Format
Online or on-site
Language
German or English
Certificate
Certificate of attendance

Overview

“Service Desk Excellence” is designed for roles such as Service desk and support staff and Process owners and service owners. In 6 hours you work your way through Tasks and organisation of the service desk, First-contact resolution and knowledge use and Phone, chat and email support in a structured way – with plenty of practice and time for your questions.

IT service management ensures that IT services are delivered reliably, measurably and in line with business needs. Our courses combine frameworks such as ITIL, COBIT and ISO 20000 with hands-on work in tools like ServiceNow, Jira Service Management and TOPdesk. They are aimed at service desk staff, operations teams, service owners, IT managers and process owners. We work with practical examples, process workshops and exercises in test instances so that you do not just understand workflows but can shape and improve them straight away. Delivered online or on site at a fixed price per participant.

The course is delivered live – either online in a virtual classroom or on-site in our training rooms in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run it exclusively for your team.

Focus areas of the course

Tasks and organisation of the service deskFirst-contact resolution and knowledge usePhone, chat and email supportDealing with difficult callersMeasuring satisfaction and feedbackSelf-service and deflection

Who is this course for?

  • Service desk and support staff
  • Process owners and service owners
  • Administrators and tool owners
  • IT managers and service managers

What you will be able to do

  • You know the key topics of Service Desk Excellence – Tasks and organisation of the service desk, First-contact resolution and knowledge use, Phone, chat and email support, Dealing with difficult callers, Measuring satisfaction and feedback and Self-service and deflection – and can apply them in practice.
  • You understand the concepts of Service Desk Excellence and place them in your service management.
  • You design Service Desk Excellence workflows that are traceable and user-focused.
  • You use metrics to steer quality and performance.
  • You derive concrete improvement actions for your IT organisation.

Course outline

Module 1 Fundamentals and terminology of Service Desk Excellence
  • Goals and benefits of Service Desk Excellence in IT operations
  • Key terms and roles
  • Placement within overall service management
  • Value for users and the business
Module 2 Focus areas: Service Desk Excellence
  • Tasks and organisation of the service desk
  • First-contact resolution and knowledge use
  • Phone, chat and email support
  • Dealing with difficult callers
  • Measuring satisfaction and feedback
  • Self-service and deflection
Module 3 Processes and approach
  • Typical flow step by step
  • Interfaces to adjacent processes
  • Categorisation, prioritisation and escalation
  • Common mistakes and countermeasures
Module 4 Tools and practical exercises
  • Mapping to common ITSM tools
  • Forms, workflows and automation
  • Case studies and role plays
  • Building reports and dashboards
Module 5 Measuring and improving
  • Defining metrics and service levels
  • Assessing maturity
  • Deriving improvement actions
  • Introduction and adoption in the team
Module 6 Transfer to your daily work
  • Exercise based on a realistic case
  • Typical mistakes and how to avoid them
  • Checklist and templates to take away
  • Open questions, outlook and resources for further learning

Prerequisites

Experience in IT operations or support is helpful but not mandatory. No specific prior knowledge of Service Desk Excellence is required unless stated otherwise for the course. No prior knowledge is required.

Technical requirements

Your own laptop with a current browser; test instances of the tools and exercise material are provided.

Dates & locations

For every location we suggest a date roughly four weeks ahead. Your preferred date is always possible.

  • Munich Thu, 10 December 2026 6 hrs Request
  • Salzburg Mon, 14 December 2026 6 hrs Request
  • Berlin Fri, 11 December 2026 6 hrs Request
  • Augsburg Thu, 10 December 2026 6 hrs Request
  • Hanover Fri, 11 December 2026 6 hrs Request
  • Bremen Thu, 10 December 2026 6 hrs Request
  • Stuttgart Thu, 10 December 2026 6 hrs Request
  • Kaiserslautern Tue, 15 December 2026 6 hrs Request
  • Online Mon, 14 December 2026 6 hrs Request

Frequently asked questions

Who is the Service Desk Excellence course suited to?

The course suits anyone who runs, steers or improves IT services, from the service desk to IT leadership. We adapt examples and depth to your role and organisation so that you can use the content in your daily work straight away.

How does Service Desk Excellence work in practice?

Short expert sessions are followed by exercises on case studies and, where appropriate, in a test instance of the relevant tool. You work with templates and checklists that you can then adapt to your own processes. Your own questions are explicitly welcome.

How much does “Service Desk Excellence” cost?

The course costs a flat €949 plus VAT per participant – whether online or on-site. This includes 6 hours of live training with a trainer, course materials, a lab environment and a certificate of attendance.

Can I suggest my own date?

Yes. For every location we suggest a date roughly four weeks ahead. In the request form you can always describe your preferred date or period in free text – we check availability and get back to you within one working day.

Is the course online or on-site?

Both are possible: live online in a virtual classroom or on-site in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run the course exclusively for your team.

Can the course be tailored to our team?

Yes. Tailor-made courses cost approx. €4,500 more, depending on the topic and by arrangement. We agree content, examples and exercises with you in advance.

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