ITIL Practitioner Certificate: Service Desk & Incident Management (3 day)

Course Overview

The Service Desk and Incident Management Practitioners course prepares delegates for the Practitioner Certificate in Service Desk and Incident Management. This course and the lecturers who deliver the course are all accredited by the ISEB.

Audience

Service Management professionals who are working within a Service Desk or Incident Management environment as a practitioner, or those wishing to gain a qualification within this specific area of Service Management.

Skills Gained

• Identify what type of Service Desk will best suit an organisation.
• Provide customer focused service and contribute to customer satisfaction.
• Identify the essential ingredients needed for a Service Desk to be an effective interface between IT and the customer.
• Help meet availability targets through having well managed Service Desk and incident resolution procedures.
• Explain why the provision of a consistent service is necessary for an organisation that wishes to deliver quality services.
• Use the contents of ITIL (Information Technology Infrastructure Library), the de facto standard for Service Management to improve the service given by the Service Desk and Incident Management activities.

Prerequisites

Delegates must hold the Service Management Foundation certificate and should ideally have at least one years experience working within the Service Desk or Incident Management.

Examinations

ISEB Practitioner Certificate in Service Desk & Incident Management.

Inclusive of fee. The course completes with a one and a quarter hour written assignment (essay style) and a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on a Case Study and a set of discipline specific appendices to the Case Study.

The Case Study will be the same across all disciplines and is also the same as the one used by candidates in completion of their in-course assignment. Delegates must achieve a minimum of 50% in each exam, and a combined overall total of 65%.

Course Outline

Learning objectives

By the end of the course delegate will be able to demonstrate:

• The ability to plan for the implementation of the Service Desk and incident Management.
• Their ability to develop and improve the Customer and Business focus of the Service Desk.
• Knowledge of the interdependencies between Incident Management and the other IT Service Management processes.
• Awareness of the support tools and techniques used within the Service Desk and Incident Management.
• Knowledge of the Incident lifecycle.
• Ability to prepare Incident Management reports for distribution throughout the organisation.
• Prevention of Incidents through the analysis of Incident statistics and reports determining trends, identifying areas of weakness and the proposal of resolutions

ITIL Practitioner Certificate: Service Desk & Incident Management (3 day) / ITIL-P-SDIM