The Service Desk Handbook
Completed by Hammad Nasir
January 21, 2026
3 hours (approximately)
Hammad Nasir'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: Incident Management
- Category: Technical Support and Services
- Category: Key Performance Indicators (KPIs)
- Category: Continuous Improvement Process
- Category: AI Integrations
- Category: Customer Service
- Category: Service Level
- Category: IT Service Management
- Category: Document Management
- Category: Self Service Technologies
- Category: Software Documentation
- Category: Process Driven Development
