Service Desk Analyst Course

2010

Lively class with participation in group exercises are encouraged. Got clear picture of the Service Desk roles & responsibilities. Attended training with subordinates and gained new input for initiatives to be done at workplace.

Salbiah Binti Yunos
Service Desk Manager
TENAGA NASIONAL BERHAD

I have greatly appreciated my job more after going through the SDA training. The training has helped me fully understand the roles and responsibilities of Service Desk and SDA. It was also such a pleasure to be with the company of people who were in the same industry. To be able to share experiences and opinions on certain areas of Service Desk was a wonderful experience.

Jennifer C. Nanquil
Accenture Delivery Center

I found this course very beneficial to me and I strongly suggest that this course would be offered to the rest of my colleagues. I believe this course will benefit them in their line of work if they have a clear understanding on what is the role of a “Service Desk Analyst”.  I am certified in my line of work. I really enjoyed the outstanding teaching skill shown by the trainer – Prakash Christiansen. Thanks Chris, Thanks SDI

Diana George Ojang
Service Desk Analyst
CSC Malaysia

From my personal opinion, this training has helped me a lot to understand more about Service Desk. I learned about the processes and roles and responsibilities of a Service Desk Analyst. Chris did a great job by providing a very good training, easy to understand and delivered it in a very professional way yet less stressful. I did not feel boring or sleepy at all during the training which I always felt in previous training I attended before.

Aziatul Nazirah Bt. Aziz Zaman
Customer Support Analyst
CSC Malaysia

I have learned a lot during the SDI training. I have gained knowledge on various aspects of Service Desk. The training material is good and the trainer Chris conducted the training well. Overall I find this course very useful.

Vijaya Sukalingam
Customre Support Analyst
CSC Malaysia

This course has enlightened me about the processes for Service Desk.  This will enhance my work experience and enable me to grow with the company, thank you.

Lim Shih Ming
Customer Support Analyst
CSC Malaysia

2009

This course has been one of my best courses I have ever attended. Tony our trainer is an amazing person with a good sense of flexibility and an aptitude for making people feel at ease. He has been encouraging throughout the course until the end of the Examination.

The quality and contents are very well defined, easy to understand and easy to put in practice in real life. I would recommend anyone to get certified and of course pass the exams successfully.

Mosaheb M. Y. Djameel
World Health Organization (WHO)

This course has helped me to understand the roles and responsibilities of a Service Desk Analyst and the importance of Service Desk in IT Service Management.

Jayaraj Rajasagaran
Customer Support Analyst
CSC Malaysia

I learned new things about Service Desk, i.e. SLA, OLA, difference between Incident and Problem, I will try to apply them to my current role.

Fadzilah Binti Samsudin
IT Officer - Service Desk
Monash University

I have indeed learned a lot regarding the expectations of a Service Desk and the roles of Service Desk Analyst. In addition to this I learnt that we should never think we know everything even if we have been doing Service Desk job. The training has deepened my knowledge and given me an insight of the best practices we can follow as a Service Desk Analyst.

Josephine Daniel

ITIL V3 Foundation Courses

2010

My learning experience in the subject was very good. The quality of training was good such that most of the Ideas about ITIL V3 were discussed. The trainer knowledge is magnificent, and trainer showed mastery of the subject. The Assistance and Review scheme brought up thoughts or ideas that were learned, hence were embedded more deeply into the knowledgebase of the student.

Allan Dumaguing
Meralco, Philippines

The material was organised in a very systematic manner.  The trainer is highly experienced and this has helped me gain the knowledge required which I believe will benefit my professional career. I would strongly recommend the ITIL training programs to others.

Tee Siew Kern
High Commission of Canada

The results came out earlier than expected! I'm so glad and relieved that I passed. Hopefully the rest did well too.
I couldn't have done it without a great trainer from ITSM EXPERTS. Thanks a million.

Noreena
iPerintis

I want to thank you for sharing us the knowledge in ITIL v3 Foundation, and because of that I passed the exam last Thursday (03/11/10). I got 82%. again I thank you for everything

Victor A. Llado
JPMorgan Chase & Co.

This training was interesting and even there is a lof of information after 3 days, most of it are clear. I have already identified few processess that will help me in my daily job and that I will be able to implement within the region.  I would like to mention that the trainer (Kevin) was really good in explaining everything clearly by using many examples he picked up in his experiences.

Patrick Solignac
Regional IT/IS Manager
Bureau Veritas.

Have more idea on how to implement process and what process to be implemented in GCH Retail organisation.

Wong Kok Hong
IT Project Manager
GCH Retail (M) Sdn. Bhd.

Learning experience has been good as I could relate most of the “best practices” back to my organisation and also am able to understand various other functions which exist in CSC.

M. Waqas Beg Moghal
Regional Process Manager
CSC Malaysia

2009

Being a SAP Project Manager to an IT manager, this course has given me lots of ideas and knowledge in IT service management. It helps me to organise my experinces in IT management into a very organised and structural way. Tony, the trainer is very friendly and patient in guiding us throughtout the course. I will strongly recommend my friends/colleague to attend this course.

 

Liu Kim Seng
Genting Plantations Berhad

I have indeed learned a lot and understood more about the IT Service Management after attending the ITIL v3 foundation course. The materials provided are very well defined and easy to understand. Tony is a very good trainer, he provided us with real life examples to help us understand the ITIL concepts while sharing his experience with us. I will strongly recommend my friends to attend this course.


Angie Wong
Hempel Manufacturing (M) Sdn Bhd

On behalf of the team, I would like to thank you for your professionalism and dedication in ensuring that the ITIL Foundation knowledge we obtained will benefit us not only in getting the certification but of practical value in analyzing and addressing day to day operations.  We truly appreciate your strong passion in ensuring that we understood the concept that has been taught, how to tackle exam questions and analyze the case study.


Lee Phing
Avago Technologies

The information provided is very handy and useful.

Sathia Seelan
GCH Retail (M) Sdn. Bhd.

A good training provided by excellent trainer and organised by excellent training provider.

Nurul Husna
CyberSecurity Malaysia

Project delivery and post support has been the anchor of my current job. Attending ITIL v3 has tremendously contribute to my current and future job knowledge.  ITIL would definitely improve in all areas.

Sathes
Maxis

With the ITIL v3 Foundation training it will be useful in the best practices implementation in my current company.

Aeris Tan
Senior Test Engineer
Intec Systems (Asia) Sdn Bhd

Before, I was hesitant to attend ITIL version 3 foundation course, there is a doubt in my mind on the first hour of the workshop because I felt to myself that I was only forced to attend the course due to my company's discretion. But as time goes by, I started to realized and understand the reason why ITIL plays a vital role in IT industry. Tony Albert proved me wrong, my perception changed and began to appreciate the value of ITIL's best practices.

Joey A. Filoteo
Flextronics Corporation - Singapore

The ITIL Foundation Training conducted by Mr. Tony Albert is a very educational experience for me. Through this training, I was able to understand more about the basics of ITIL, which has just recently been adapted by our company, as well as my current role as a process owner and administrator of our Configuration Management Database. This knowledge has been an essential tool for me to understand not only how the database works, but also on how the other ITIL processes affect and are affected by it. This will further help me in contributing to the company even more, by doing further programmatic changes to improve our current CMDB, as well as the other ITIL-compliant systems, to meet the current and future needs of our clients.

Rembrant Joseph C. Sy
Associate I.T. Specialist, Programmer, and CMDB Process Owner
Bank of the Philippine Islands

My ITIL v3 Foundation workshop was in a way enlightening for me. I found it interesting as an Industrial Engineer and useful as an ICT Analyst. Before attending the workshop, I didn't even know what ITIL was, but I now have a great appreciation for it. Our trainer discussed and facilitated the workshop very well, which helped me more easily grasp the concepts of ITIL; relating concepts to real life corporate situations.

Rachelle Diaz
Meralco, Philippines

The ITIL v3 Foundations Training I attended has helped me appreciate my job of being an IT Service Manager. Trainer Tony Albert has helped me a lot in understanding ITIL concepts that will be useful in my line of work. This is one of the most informative trainings I've ever had. The use of examples and illustrations during the training helped a lot in letting the participants understand and appreciate ITIL.

Moses Y. Tiu
IBM Business Services, Inc.

The training is a good experience and a great source of knowledge and Tony Albert has handled this pretty well. A quote from him which stuck to my mind during the course “it is not about what you know but what ITIL is teaching you.” and he is absolutely correct. I do recommend this training to my IT colleagues.

Mon Llose
IT Manager
British Council Philippines

I am so thankful that I was able to attend the ITIL workshop with Tony Albert as lecturer. He made my 3 days very enlightening and fruitful. ITIL was cascaded in a simple manner for better understanding. I will surely get some best practices for our company to adopt.

Jane P. Aya-ay
QA And Methods – Information Systems Division
Pru Life UK

I wanted to take a moment and say thank you Mr. Tony Albert, for the challenges on the recent training I had last February 4-6, 2009. I am very pleased with the results and feel that you met my expectations and the training was very informative and enlightening. Again, thank you for sharing your ideas, real experiences and the expertise to the course. I will strongly recommend that my peers attend this course as well.

Joel L. Gremio Jr.
ICT - British School Manila

The ITIL training has given me more understanding of what my current role is. As a Team Lead, I was able to have a deeper understanding of Service Management on an ITIL perspective and use the best practices to improve myself and my team as well to provide quality IT services to all of the accounts we are handling. Tony has been effective in delivering the said course making it easy to comprehend and giving examples on a real life scenario. I would definitely encourage all of my direct reports to take up this course as well for them to improve and develop best practices within our organization by means of ITIL

Oliver Medina
IBM Philippines

The training was more than I expected. Not only I learned about the fundamentals on the ITIL Foundation course, I also got a chance to learn the real world application of ITIL. Tony Albert has also shared a lot of his real world experiences especially in the field of Service Desk management which I feel valuable and useful in addressing our current operational Challenges.

Rey Pepino,
SM Retail, Inc.

I had just passed the ITIL Foundation V3 exam a while ago.I got 82% grade.I’m so much thankful for your full support & guidance.This is really a great credential.

Sharon Alquiroz,
Netmarks Philippines Inc.

2008 (ITIL v3 Foundation)

I greatly appreciated the ITIL v3 Foundation Workshop I attended on November 17-19, 2008. I will definitely be able to apply the best practices in my current function as Applications Support Services Manager. Our trainer, Tony Albert has been very helpful in relating the concepts to the real life work environment. I will strongly recommend that my peers attend this course.

Ma. Angelica G. Julian
San Miguel Corporation