ITIL ® v2: Practitioner Certificate: Service Desk & Incident Management

London (EC1)

26/04/10

£

1,025

London (EC2)

04/05/10

£

795

London (EC2)

03/08/10

£

795

Manchester (Greater)

Heywood (OL10)

07/04/10

£

795

Heywood (OL10)

07/07/10

£

795

Glasgow

Glasgow (G2)

09/06/10

£

1,025

Please click above and we will take care of the rest.

Please click above and we will be happy to discuss the benefits of onsite and bespoke courses with you.

If suitable dates or locations are not available, click this link and we will arrange one for you

Course Overview

This course builds on the general principles, covered as part of the ITIL(R) Foundation course (SMEV3 & SME). It provides practical guidance on the design, implementation and integration of an ITIL-based Service Desk and Incident Management process, within the context of an organisation's overall business-focussed Services Framework. This course has been classified as IT Technical Training.

Audience

The course is suitable for anyone involved in the Incident Management process or the Service Desk and offers a natural career development path for practitioner staff.

Skills Gained

To provide practical guidance on the design and implementation of an end-to-end Incident Management process and setting up and role of the Service Desk.

Examinations

Recommended as preparation for exam(s):

• The course forms part of the ISEB's Practitioner qualification programme. The qualification is based on a combination of in-course assessment and multiple choice examination typically taken at the end of the course. Successful delegates will be awarded the ISEB Practitioner Certificate in Service Desk and Incident Management.

Prerequisites

Delegates are required to meet the following prerequisites:

• Delegates should have at least one year of relevant IT experience and should have attained the Foundation Certificate in IT Service Management.

Course Outline

• How Incident Management interfaces with other Service Management processes
• The scope, basic concepts and terminology of Incident Management
• First line Incident Management, interface between IT and users, and the full incident control lifecycle including escalation
• Incident recording, diagnostic aids, incident reporting
• Setting up and scoping a Service Desk, including people, environment and tool requirements
• Types of Service Desk systems
• Tips for selecting the appropriate Service Desk Software
• The role of the Service Desk in supporting Service Management processes such as Service Level Management and Change Management
• Benefits and possible problems of implementing Incident Management and Service Desk
• Using a Configuration Management Database (CMDB) to manage the incident, problem and change lifecycle

Follow On Courses

The following courses are recommended for further study:

• Other ITIL Process Practitioner courses (3-day)
• Planning to Implement Services Management course (3-day)
• ISEB Managers Certificate in IT Service Management (2 x 5-day courses)