ITIL ® Practitioner Certificate: Service Desk & Incident Management (5 day)

Course Overview

Successful implementation of ITIL Service Desk, Incident and Problem Management best practices enables IT departments to increase efficiency, reduce downtime and costs, improve quality and ensure customer satisfaction. In this course, you learn how to plan, implement and optimise the Service Desk function and the Incident Management and Problem Management processes. Through extensive workshops, you gain the knowledge and skills required to take the ITIL Service Desk, Incident and Problem Management Certification Exam.

Audience

Those who want to achieve ITIL Service Desk, Incident and Problem Management certification. The ITIL Foundation Certificate is required to take the ITIL Service Desk, Incident and Problem Management Certification Exam, which is given on the final day of class.

Skills Gained

• Prepare for and take the ITIL Service Desk, Incident and Problem Management Certification Exam
• Plan key activities for the Service Desk and the Incident and Problem Management processes
• Define the monitoring and reporting requirements of key performance indicators and achievements
• Organise the relationships between the Service Desk, Incident and Problem Management processes
• Propose continuous improvements for the Service Desk, Incident and Problem Management processes
• Optimise the Service Desk, Incident and Problem Management processes

Course Outline

Introduction and Overview

• Managing, organising and optimising the Service Desk, Incident and Problem Management processes
• Service Desk
• Incident Management
• Problem Management

Planning the Key Service Desk, Incident and Problem Management Activities

Service Desk

• Determining the objectives and scope
• Defining the roles and responsibilities
• Mapping the Service Desk activities

Incident Management

• Managing the Incident life cycle
• Planning the monitoring and reporting of process effectiveness

Problem Management

• Employing Proactive Problem Management
• Planning for Problem Control and Error Control

Exchanging Information

• Establishing information exchange between the Service Desk, Incident and Problem Managment processes
• Integrating with other Service Management processes

Monitoring and Reporting

• Identifying key issues impacting effective operation
• Establishing metrics and management information
• Developing and monitoring critical success factors and key performance indicators

Maintaining the Procedures

• Mapping Service Desk, Incident and Problem Management procedures to daily work activities
• Defining criteria for impact, urgency and priority
• Functional and hierarchical escalations
• Resourcing for Incidents, Problems and Known Errors

Administering Problem Management

• Utilising Problem analysis methods
• Identifying the root cause
• Problem Control
• Error Control
• Prioritising Problems based on the business impact

Establishing the Service Desk

Service Desk structures

• Local
• Central
• Virtual
• Evaluating global ?follow the sun? support
• Choosing the most effective Service Desk model

Service Desk functions

• Designating responsibilities and staffing levels
• Implementing Service Desk-specific technologies
• Empowering the Service Desk to meet customer needs

Incident Management Relationships

Service Desk with Incident Management

• Involving support groups
• Ownership, monitoring and tracking of Incidents
• Communicating Incident status with users

Managing the Incident process

• Handling Incidents and Service Requests
• Ensuring resolution, recovery and closure of Incidents

Incident Management with Problem Management

• Matching Incidents to Problems and Known Errors
• Workarounds and resolutions of Incidents
• Identifying Major Incidents to Problem Management
• Resolving Incidents, Problems and Known Errors through a Request for Change

Optimising the Service Desk, Incident and Problem Management Processes

• Analysing process outputs
• Proposing process improvements
• Utilising key performance indicators
• Implementing reviews for process effectiveness
• Establishing ongoing quality improvements
• Applying quality standards

Follow On Courses

• ITIL v2: Change, Configuration and Release Management
• Change Management: People and Process
• Business Process Re-engineering
• Project Management: Skills for Success
• Management Skills
• Introduction to Business Analysis
• Leadership Skills: Success Through Teamwork
• Strategic Planning
• Leading Virtual and Remote Teams