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01.mp32011-06-28T06:11:58.000Z"a764fe5529c62143c2787ec4807b7cfc"299179STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/5 Communication 01.ogg2011-06-28T06:12:01.000Z"7c1e419f134a2c9c7227c1e703da050f"85581STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/6 Listening Vs Hearing 01.mp32011-06-28T06:12:02.000Z"356f1726afeb5489507491463ab8d0da"476404STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/6 Listening Vs Hearing 01.ogg2011-06-28T06:12:06.000Z"764142c62927bfc24d5aca2b41145b89"133787STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/7 Active Listening 01.mp32011-06-28T06:12:08.000Z"bb7428d41e92ddc532eb431531eea7ec"1206236STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/7 Active Listening 01.ogg2011-06-28T06:12:18.000Z"a1035d472cba5976ef0c89f8c41dd45b"335153STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/8 Body Language 01.mp32011-06-28T06:12:21.000Z"84665d9e4f1616e5bd2b8c3f8e2ffb64"868384STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/8 Body Language 01.ogg2011-06-28T06:12:29.000Z"d6eadd2af4b34a79937ba6ad14f6b407"243198STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/9 Communication Barriers 01.mp32011-06-28T06:12:31.000Z"9199e2a6dcd61a8f16ae749a4f74879e"499756STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/9 Communication Barriers 01.ogg2011-06-28T06:12:36.000Z"73f7a16703a94c5a61bafb50810208f2"140601STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/Slide1.JPG2011-06-28T01:02:42.000Z"dc64cbb37a32106d6b435336a9aea171"34934STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/Slide10.JPG2011-06-28T01:02:49.000Z"8da8af55f3d0da1e447ac8af0d20a8b0"41865STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/Slide2.JPG2011-06-28T01:02:46.000Z"220ee16d9034b8a6ed9ebfc78d2579f6"50261STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/Slide3.JPG2011-06-28T01:02:43.000Z"1a9d295b3803ba38e11beee934f0660a"54902STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/Slide4.JPG2011-06-28T01:02:44.000Z"eb9fd04eb57626c86891521b1ba8e9bc"93853STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/Slide5.JPG2011-06-28T01:02:48.000Z"d2e51bc040d70d27bb2297337f1f5bba"77395STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/Slide6.JPG2011-06-28T01:02:50.000Z"2cca506ebb8e8e8ad6fafd0a952c588b"88389STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/Slide7.JPG2011-06-28T01:02:47.000Z"60ef4bbbc9127ea86e3bdacc98d3a3bf"68670STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/Slide8.JPG2011-06-28T01:02:41.000Z"f2b9fb11db41f1a3ca7da1051ba85b30"73148STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/Slide9.JPG2011-06-28T01:02:51.000Z"d30d1cd6ab47d130f340c30d7af87785"54560STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles/playlist.js2011-09-28T00:18:41.000Z"57df1d8025b1bdb657c8e2ab73adc5c8"8129STANDARDHelp.Desk.Programs/Analyst/2 HDA Introduction to Customer Service Principles_$folder$2011-06-28T01:02:40.000Z"d41d8cd98f00b204e9800998ecf8427e"0STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/1 Four Components of CUstomer Service 01.mp32011-06-28T06:17:25.000Z"775f378e79dad018c721b6e8b275b1c5"694495STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/1 Four Components of CUstomer Service 01.ogg2011-06-28T06:17:32.000Z"d9ffe4408a2eb9c707dfec2596190803"194132STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/10 Making Difficult Calls 01.mp32011-06-28T06:18:23.000Z"d0d915d18f82052d9a5dbfedeacb8288"527278STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/10 Making Difficult Calls 01.ogg2011-06-28T06:18:28.000Z"b9675850816c692f396ad820b30ac851"148523STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/12 End of Module 01.mp32011-06-28T22:50:44.000Z"f4fc13abe3e2a75d1c9be6a666ee576f"69123STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/12 End of Module 01.ogg2011-06-28T22:50:45.000Z"db50ad86ab7c54bfcc254e2b5492e41f"20790STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/2 Telephone Techniques 01.mp32011-06-28T06:17:34.000Z"14e153c88719e12b8595b8ce7a9546af"194929STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/2 Telephone Techniques 01.ogg2011-06-28T06:17:36.000Z"e0e6d9dc8c1395fa653734476b3ac980"55204STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/3 Three Elements of Communication 01.mp32011-06-28T06:17:37.000Z"93d4c70bb2f70dd188c7b373b3976b39"615682STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/3 Three Elements of Communication 01.ogg2011-06-28T06:17:43.000Z"c1bdc6032570b01a181d6ec6228458a6"172850STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/4 Enhancing TelephoneCommunication 01.mp32011-06-28T06:17:45.000Z"44957c26195f8c534267024a8309d876"747454STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/4 Enhancing TelephoneCommunication 01.ogg2011-06-28T06:17:52.000Z"90ac7d680121a4bcbfa6243077ab7a8b"208959STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/5 Body Language and the Telephone 01.mp32011-06-28T06:17:55.000Z"d4e517ee1b94a1ad39a877634901923a"799655STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/5 Body Language and the Telephone 01.ogg2011-06-28T06:18:02.000Z"2514aea0e83eb8cd964a94c458c1462e"222979STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/6 Being Prepared 01.mp32011-06-28T06:18:05.000Z"956f9c9049dce440926b94c9a8262019"321280STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/6 Being Prepared 01.ogg2011-06-28T06:18:08.000Z"c9d469ce2f03a23ab0040789145e6c52"91079STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/7 Using the Telephone Effectiely 01.mp32011-06-28T06:18:09.000Z"2a23e5892b7bf8c52c0a651b744914bd"493501STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/7 Using the Telephone Effectiely 01.ogg2011-06-28T06:18:13.000Z"c58801b8b8f48b431156a1f65077789d"138300STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/8 Using the Telephone Effectively 01.mp32011-06-28T06:18:15.000Z"100014b112532a68d850d1eef9b345e3"277495STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/8 Using the Telephone Effectively 01.ogg2011-06-28T06:18:17.000Z"b482ed76d67ea6b2eb5e6fca41f4c036"78407STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/9 Using the Telephone Effectively 01.mp32011-06-28T06:18:18.000Z"3098dc6a5b053ab6b2559d14ea9c17b0"352138STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/9 Using the Telephone Effectively 01.ogg2011-06-28T06:18:22.000Z"10f711a074af09525c7d23a679b60a7f"99702STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide1.JPG2011-06-28T01:06:53.000Z"06c0fbbf9a0ac663ee785aec07cc7413"46766STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide10.JPG2011-06-28T01:07:00.000Z"9bb07563eb3a425f189a957fef190cee"55542STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide11.JPG2011-06-28T01:06:59.000Z"bde9c6662d3ff13da5bfdcfad93468d4"44149STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide2.JPG2011-06-28T01:06:57.000Z"c6c5ef7a5a3ccded1c3eee78d6a3d44e"55939STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide3.JPG2011-06-28T01:06:54.000Z"0f430bcb053886bdb2e0edef9a618726"43637STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide4.JPG2011-06-28T01:06:55.000Z"1f702322c0997b34e417bc958ef2bfd7"64196STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide5.JPG2011-06-28T01:06:59.000Z"a05efc1ffdf611022d77fd0763e4eb6a"75756STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide6.JPG2011-06-28T01:07:01.000Z"79944573319d1f5c0f903018a0101ad4"72872STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide7.JPG2011-06-28T01:06:58.000Z"dd3f15df5e1af823160ae85286f1b9f5"80606STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide8.JPG2011-06-28T01:06:52.000Z"aa07aac6932f1685d643aae7c3d3bbf6"57491STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/Slide9.JPG2011-06-28T01:07:02.000Z"c7814ae68b22032f9b4b7e03224f2e91"67236STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2/playlist.js2011-09-28T00:19:39.000Z"2817dcb68e1e8a6c965a17c31dfb130e"8086STANDARDHelp.Desk.Programs/Analyst/3 Customer Service Part 2_$folder$2011-06-28T01:06:52.000Z"d41d8cd98f00b204e9800998ecf8427e"0STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/1 Face-to-Face Contact 01.mp32011-06-28T06:18:52.000Z"ab67ad0c4f83de5610529332ea1981cc"376035STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/1 Face-to-Face Contact 01.ogg2011-06-28T06:18:55.000Z"1cfe286cf65b2b4fd814ec7f0fd5df00"107036STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/12 End of Module 01.mp32011-06-28T22:51:27.000Z"f4fc13abe3e2a75d1c9be6a666ee576f"69123STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/12 End of Module 01.ogg2011-06-28T22:51:28.000Z"db50ad86ab7c54bfcc254e2b5492e41f"20790STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/2 First Impressions 01.mp32011-06-28T06:18:56.000Z"b04cc9873572d94ac81985b57fd7ee05"306837STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/2 First Impressions 01.ogg2011-06-28T06:18:59.000Z"5ec4113a805dc9ef648e30851736c192"87714STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/3 Presentation 01.mp32011-06-28T06:19:00.000Z"296934cfccbefd05412b98f605ee68c0"594832STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/3 Presentation 01.ogg2011-06-28T06:19:05.000Z"9ef0f3a097979c4ce2edddb78882efee"167797STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/4 Help Desk is the Company 01.mp32011-06-28T06:19:07.000Z"e2b53ffd3147de951a66d057735f789e"285418STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/4 Help Desk is the Company 01.ogg2011-06-28T06:19:10.000Z"e386128635eb76a519f543d63c7aa997"81628STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/Slide1.JPG2011-06-28T01:07:17.000Z"f67ae896c38387b34244e9f5ee3456a0"86103STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/Slide2.JPG2011-06-28T01:07:20.000Z"0c4147b68af5128d2139fe56481a9144"80155STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/Slide3.JPG2011-06-28T01:07:18.000Z"2b1fc3e91b4a16b943ad9158edfa261a"75753STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/Slide4.JPG2011-06-28T01:07:19.000Z"f3a1e4e8ce27e27bc75c80d3edd2fc59"79575STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/Slide5.JPG2011-06-28T01:07:21.000Z"bde9c6662d3ff13da5bfdcfad93468d4"44149STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3/playlist.js2011-09-28T00:21:03.000Z"a43909d9ce5c8bb33cabce8ad6f3ba4f"6156STANDARDHelp.Desk.Programs/Analyst/4 Customer Service Part 3_$folder$2011-06-28T01:07:17.000Z"d41d8cd98f00b204e9800998ecf8427e"0STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/1 Customer Service 01.mp32011-06-28T06:19:46.000Z"688687db77fe3190502aca23e68ed750"208401STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/1 Customer Service 01.ogg2011-06-28T06:19:48.000Z"293eeb1cd76298acc398c384d2b7db9c"58881STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/2 Handling Complaints 01.mp32011-06-28T06:19:49.000Z"365c8b58449d7ac0c4e13b280bc6206c"587326STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/2 Handling Complaints 01.ogg2011-06-28T06:19:54.000Z"1c5ff147b52da19191f4336e7d9dae32"166088STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/3 The Customer is Always Right 01.mp32011-06-28T06:19:56.000Z"bf2c2ed09f26b1f87ab1264e62220875"2922943STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/3 The Customer is Always Right 01.ogg2011-06-28T06:20:19.000Z"8f26c5333e01dd13db2d9181567462f5"816017STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/4 Taking Responsibility 01.mp32011-06-28T06:20:26.000Z"cb1be6defc3114358530e2ad7c1c5551"698665STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/4 Taking Responsibility 01.ogg2011-06-28T06:20:32.000Z"ec00f9f9ab772557cd929d2666729f33"194682STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/5 Problem Solving 01.mp32011-06-28T06:20:34.000Z"80e90d62dcfd53ae83dfa43830cbb812"866716STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/5 Problem Solving 01.ogg2011-06-28T06:20:42.000Z"6cfc0dac444f1190e56a63a730992f71"243311STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/6 Exercise 01.mp32011-06-28T06:20:45.000Z"feb852331fe00a0018086d1e26cefad5"142387STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/6 Exercise 01.ogg2011-06-28T06:20:46.000Z"3d9c932cacf2713270450bd9427c9c7e"41094STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/Slide1.JPG2011-06-28T01:07:28.000Z"7dd502936841c93394c97be028e9ccab"29815STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/Slide2.JPG2011-06-28T01:07:30.000Z"ae611b78a3f6c551f029a878dbbc7734"51273STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/Slide3.JPG2011-06-28T01:07:29.000Z"9ccedfcae20bb4026749d6a7d6038902"51151STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/Slide4.JPG2011-06-28T01:07:29.000Z"3d8e0f252788b240bc2bb8d30de5999f"45978STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/Slide5.JPG2011-06-28T01:07:31.000Z"4d5b706910efe67f195b0201da73cf22"75078STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/Slide6.JPG2011-06-28T01:07:32.000Z"e536536830b798d17ca447395ab58b0b"30512STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes/playlist.js2011-09-28T00:21:47.000Z"2d78b250fffd378c80ed3786f3194fc6"6725STANDARDHelp.Desk.Programs/Analyst/5 HDA Dealing with Customer Disputes_$folder$2011-06-28T01:07:28.000Z"d41d8cd98f00b204e9800998ecf8427e"0STANDARDHelp.Desk.Programs/Analyst/6 Administration/12 End of Module 01.mp32011-06-28T22:54:30.000Z"f4fc13abe3e2a75d1c9be6a666ee576f"69123STANDARDHelp.Desk.Programs/Analyst/6 Administration/12 End of Module 01.ogg2011-07-11T05:10:35.000Z"69d5ff6440d85240fe54fc315fb403e3"44575STANDARDHelp.Desk.Programs/Analyst/6 Administration/2 Administration Process of HD 01.mp32011-06-28T06:21:15.000Z"255caf9b923053a75e60b490abf6917c"379660STANDARDHelp.Desk.Programs/Analyst/6 Administration/2 Administration Process of HD 01.ogg2011-06-28T06:21:18.000Z"a2e4734fdae8f14bc83203fc0f17ba85"106924STANDARDHelp.Desk.Programs/Analyst/6 Administration/3 Training.mp32011-06-28T06:21:20.000Z"769ca39dfffce4c3df081a4ff5b8251d"152395STANDARDHelp.Desk.Programs/Analyst/6 Administration/3 Training.ogg2011-06-28T06:21:21.000Z"f0837f6dbd3f2ebd70451d3e6cc69a70"43956STANDARDHelp.Desk.Programs/Analyst/6 Administration/4 Escalation 01.mp32011-06-28T06:21:22.000Z"b11e62f46326daa47e5e5d0250bf8de7"624022STANDARDHelp.Desk.Programs/Analyst/6 Administration/4 Escalation 01.ogg2011-06-28T06:21:27.000Z"7e530c9ff82179a484a84d91a5fb2cd6"174783STANDARDHelp.Desk.Programs/Analyst/6 Administration/5 Follow up 01.mp32011-06-28T06:21:29.000Z"2efb93155d24731d40fffa2c4c2d4689"237463STANDARDHelp.Desk.Programs/Analyst/6 Administration/5 Follow up 01.ogg2011-06-28T06:21:31.000Z"b8836adaa172d01b16e11a1b32cf499f"67662STANDARDHelp.Desk.Programs/Analyst/6 Administration/Slide1.JPG2011-06-28T01:07:40.000Z"d3681d05c388d3b4a22f8ceb84dfbaab"22940STANDARDHelp.Desk.Programs/Analyst/6 Administration/Slide2.JPG2011-06-28T01:07:43.000Z"14d5520fce07461b4b2cd2d099315375"75946STANDARDHelp.Desk.Programs/Analyst/6 Administration/Slide3.JPG2011-06-28T01:07:41.000Z"043563c984d37fa002c5afdc5f329941"54380STANDARDHelp.Desk.Programs/Analyst/6 Administration/Slide4.JPG2011-06-28T01:07:42.000Z"58cb088439f714eb5867e13c0ba5c255"75366STANDARDHelp.Desk.Programs/Analyst/6 Administration/Slide5.JPG2011-06-28T01:07:44.000Z"f7ab1d952111de4bbe7b1020cf5d86b9"65442STANDARDHelp.Desk.Programs/Analyst/6 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Management Essential Terminology/10 Process Owner Vs Service Owner 01.mp32011-06-28T06:24:10.000Z"5adb5cf4bf78c8a2eb90873922d34fd5"1334590STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/10 Process Owner Vs Service Owner 01.ogg2011-06-28T06:24:21.000Z"286708f0f753ad514ba80e6d6d0d2950"374131STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/11 RACI Model 01.mp32011-06-28T06:24:25.000Z"10d03f1bb8be1c26b84540c5f8aad24d"2628541STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/11 RACI Model 01.ogg2011-06-28T06:24:46.000Z"a0612ef72cf2e62015f6c2087ff6e1b6"734161STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/12 End of Module 01.mp32011-06-28T06:24:52.000Z"f4fc13abe3e2a75d1c9be6a666ee576f"69123STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/12 End of Module 01.ogg2011-07-11T05:10:10.000Z"69d5ff6440d85240fe54fc315fb403e3"44575STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/2 What is ITSm & Why is it Important 01.mp32011-06-28T06:22:18.000Z"a1f12c99cfbf1bad3061c801099eda30"1234093STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/2 What is ITSm & Why is it Important 01.ogg2011-06-28T06:22:29.000Z"2d3ec197d3c7d3d4f631a52dab1f371b"346762STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/3 The Four Perspectives of ITSM 01.mp32011-06-28T06:22:32.000Z"78ed30ea477c4f2a4604b8b0f6846452"732524STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/3 The Four Perspectives of ITSM 01.ogg2011-06-28T06:22:39.000Z"51708e778106bf9ec11b96c66a704dfb"208476STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/4 Benefits of ITSM 01.mp32011-06-28T06:22:41.000Z"a15ca6874b0776f2b50021c14ac5b81b"566476STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/4 Benefits of ITSM 01.ogg2011-06-28T06:22:46.000Z"29989b0290d78a264851bf034b74147d"160263STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/5 Business and IT Alignment 01.mp32011-06-28T06:22:48.000Z"cf91ab4fd7d1e52ca444257095fbe569"1925896STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/5 Business and IT Alignment 01.ogg2011-06-28T06:23:04.000Z"934913e10022d171bf9880b72beac5e9"536672STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/6 Good Practice 01.mp32011-06-28T06:23:09.000Z"df02d8ad41249cebdfab40e9bcfbd59d"2118967STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/6 Good Practice 01.ogg2011-06-28T06:23:26.000Z"1a3549130278dea81a9612b756ffce75"594847STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/7 What are Services 01.mp32011-06-28T06:23:31.000Z"9791112986546743e1e4f706e4425376"1102726STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/7 What are Services 01.ogg2011-06-28T06:23:41.000Z"b50471b33c99bd94d06f4892908952d1"309399STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/8 What are Processes and Functions 01.mp32011-06-28T06:23:44.000Z"0dbd7adb1ed7aecea8c4c023bc0d5b5b"1267036STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/8 What are Processes and Functions 01.ogg2011-06-28T06:23:54.000Z"ffb3a84e78801b3a8fd4819b0b77415f"354805STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/9 Generic Process 01.mp32011-06-28T06:23:57.000Z"1df4a4cd49efe20872f9b78aa03b39ed"1218247STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/9 Generic Process 01.ogg2011-06-28T06:24:07.000Z"cb968d7e4522c3a7c72c44280b62f5b6"342897STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/Slide1.JPG2011-06-28T01:07:55.000Z"f1ec2446ec402a85c724c009cefc3a66"35858STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/Slide10.JPG2011-06-28T01:08:01.000Z"fa93e0ecd1d1edeefc572c373be65c09"74488STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/Slide11.JPG2011-06-28T01:08:00.000Z"c19f871c6aab1f72375cd70cea513dd4"73578STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/Slide12.JPG2011-06-28T01:07:58.000Z"a4553d9e54bb6f8ffcb67a56f2eff623"41733STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential Terminology/Slide2.JPG2011-06-28T01:07:57.000Z"5b1575a23e9646e89d71c7c248b5743e"84217STANDARDHelp.Desk.Programs/Analyst/7 HDA IT Service Management Essential 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01.ogg2011-06-28T06:25:56.000Z"51705489fece4448c7314ac3f6416022"20790STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/2 Terminology 01.mp32011-06-28T06:25:57.000Z"e0df9dcf0606a979cd4b34322a4266b4"1480645STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/2 Terminology 01.ogg2011-06-28T06:25:35.000Z"5defa4972f47349d122b4a1b96b50e4a"413500STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/3 Service Catalogue Management 01.mp32011-06-28T06:26:09.000Z"68f2fb43d6f3d8ad1cc5cc085f7af73f"1213887STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/3 Service Catalogue Management 01.ogg2011-06-28T06:25:39.000Z"625126a35f3f11d14fa131ec75f0e3b8"340352STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/4 Service Catalogue 01.mp32011-06-28T06:26:18.000Z"a01f039c626996ab85c1f9ba0c6a2340"744118STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/4 Service Catalogue 01.ogg2011-06-28T06:25:42.000Z"31c97c691c5d0cb697d8bba198f04642"210616STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/5 Service Catalogue 02.mp32011-06-28T06:26:24.000Z"b4f033cab759209d7014afbc0e2839c8"1328740STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/5 Service Catalogue 02.ogg2011-06-28T06:25:44.000Z"3c613441cc6ffbca23cb33cfb47d2f25"373216STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/6 Scope 01.mp32011-06-28T06:26:35.000Z"6d46958de011d5564fe2c053aa91dd19"410506STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/6 Scope 01.ogg2011-06-28T06:25:47.000Z"5edba8b6e10101ab8fe73f91e86d078a"116427STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/7 Designing SLA Structures 01.mp32011-06-28T06:26:38.000Z"12873a85c2ee9897a6f2fd521455b935"926764STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/7 Designing SLA Structures 01.ogg2011-06-28T06:25:48.000Z"2bb2165b480c77515bcc6460052d6989"261744STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/8 Multi-Level SLAs 01.mp32011-06-28T06:26:46.000Z"58e0c0fe9d635570524b4020402bb9d3"1216162STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/8 Multi-Level SLAs 01.ogg2011-06-28T06:25:50.000Z"4def2f1f965fc98d1310a813ef1056fe"340430STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/9 SLM - Review 02.mp32011-06-28T06:26:56.000Z"41ef2b55259106cf1dd891d928d0c755"1188397STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/9 SLM - Review 02.ogg2011-06-28T06:25:53.000Z"3310080a9ec5c537f31d19ab7470059f"333707STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery Principles[1]/Slide1.JPG2011-06-28T01:08:09.000Z"c78413bdd9197bb72441cc306a85df9b"35283STANDARDHelp.Desk.Programs/Analyst/8 HDA Service Delivery 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