Featured Webinars

Introduction to ITIL 4

ITIL 4 is the most anticipated ITIL update ever. New Horizons, as a Global Best Practice Strategic Partner with AXELOS, is on the leading edge of this evolutionary release. As the most widely accepted approach to IT service management in the world, ITIL helps individuals and organizations realize business change, transformation and growth through the proper use of IT. Since ITIL v3 was released in 2007 digital transformation has altered the IT landscape significantly. ITIL 4 addresses this new world in ways no other best practice framework can, providing an end-to-end operating model for the delivery and operation of technology-based products and services. Join us as we detail the major differences and updates introduced with ITIL 4 as well as taking a look at the new ITIL 4 certification scheme.

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Top 5 Ways to Improve Your Service Desk

The IT Service Desk plays a significant role in the day-to-day operations of any organization. When it functions well, all other activities perform well. If the Service Desk cannot perform, either because it doesn’t have the proper technical skills or does not show requisite empathy, key personal and activities suffer.

Improving the technical and customer service skills of your Service Desk is vital to productivity and to the overall customer experience, as a company’s Service Desk sits at the front-line of customer care and, in turn, becomes of the face of the organization. Attend our webinar to learn the top 5 ways to improve your service desk and how to focus more on the most critical tasks at hand.

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Service Desk Training Solutions from New Horizons

Improving the technical and customer service skills of your Service Desk is vital to productivity and to the overall customer experience, as a company’s Service Desk sits at the front-line of customer care and, in turn, becomes the face of the organization.

Utilizing authorized training solutions from leading vendors, such as CompTIA and Microsoft, can transform your Service Desk team by raising their level of technical proficiency. Many organizations maintain multiple tiers of support that require different levels of skill and different training needs, so it’s important to identify areas of improvement for the management of the Service Desk to ensure strong leadership and implementation of proven best practices.

See below for some of the tailored learning solutions New Horizons can provide to address the needs of your Service Desk.

LEVEL 1 Support—Key Components & Prescription

Operating System Fundamentals:

50331 Windows Client, Enterprise Desktop Support Technician

Computer Hardware Maintenance & Support:

CompTIA A+

Networking Fundamentals:

CompTIA Network+

LEVEL 2 Support—Key Components & Prescription

Security Support Skills:

CompTIA Security+

Operating System Support Skills:

10982 Supporting and Troubleshooting Windows 10
20695 Deploying Windows Devices and Enterprise Apps
20697-1 Implementing and Managing Windows 10
20697-2 Deploying and Managing Windows 10 Using Enterprise Services
20698 Installing and Configuring Windows 10

Desktop Application Support & Customer Service Improvement

Two areas of Desktop Support that often go overlooked are support for your Line of Business applications and Customer Service skills. Microsoft Office is the most widely used suite of productivity software in the world. However, Desktop Support specialists tend to use that software less frequently than your typical office worker and are not prepared to assist with questions pertaining to it. Effective Customer Service skills are just as important and a vital part of any Service Desk. Professional courtesy and understanding how to deal with customer complaints strengthens the bond between any service provider and their customers.

Regardless of a team member’s technical acumen, all levels of Desktop Support will become more effective with training for Microsoft Office and understanding the fundamentals of Customer Service.

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Providing Outstanding Customer Service

Proficient Incident and Problem Management processes are key to an effective Service Desk. It’s up to the Service Desk Manager to implement them. ITIL is a globally recognized service management methodology that can alter how your Service Desk performs. The Operational phase of the ITIL service lifecycle includes many aspects of what impacts a Service Desk on a daily basis. Leadership skills and the ability to motivate employees are also two key features for Service Desk Managers to inspire their team members.

ITIL® 4 Foundation
ITIL® Foundation Certification (2011 Lifecycle Edition)
ITIL® Intermediate Lifecycle: Service Operations
Employee Motivation