The Service Desk Handbook
Completed by Zachary Holsclaw
February 10, 2026
3 hours (approximately)
Zachary Holsclaw's account is verified. Coursera certifies their successful completion of The Service Desk Handbook
What you will learn
Understand the core principles and strategic role of service desk management
Design and implement an efficient service desk structure
Develop high-performance teams and effective service delivery processes
Measure and improve service desk performance using key metrics
Skills you will gain
- Category: Service Level Agreement
- Category: AI Integrations
- Category: Continuous Improvement Process
- Category: Process Driven Development
- Category: Service Management
- Category: Technical Support and Services
- Category: AI Enablement
- Category: Customer Service
- Category: Customer experience improvement
- Category: IT Service Management
- Category: Key Performance Indicators (KPIs)
- Category: Record Keeping
