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course outline
ITIL Service Desk and Incident Management

Duration: 3 days
Course Code: PTYSDI
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The Service Desk is at the front line of IT, providing the interface between IT and the users. Your Service Desk staff are responsible for managing customer expectations, providing advice, and dealing with Incidents. One of their prime responsibilities is to oversee the restoration of an IT Service in accordance with the response times agreed in your Service Level Agreements. This is a complex task that can only be managed by using "best practice" processes and skills.
 
This course is based on IT Infrastructure Library® (ITIL®) best practices, follows the syllabus of the ISEB Practitioner Certificate in Service Desk and Incident Management, and provides delegates with the opportunity to sit the exam as part of the course.

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Next available Non-Residential courses:-

  Venue  Date  Price  Availability
Arrow Leeds - The Calls, Leeds 25 September 2006 £1,180
+VAT
Full
  [Enquire] [Book] [Venue Information]


Notes:
 
Who will the course benefit?

Service Desk and other first level business / systems support staff. Service Desk and Incident Management practitioners with at least two years experience in IT, one of which should be in a Service Management environment.
The course is suitable for both practitioners and for those involved in the development and management of Service Desk and Incident Management processes.
 
Course Objectives

To show how implementing IT Infrastructure Library® (ITIL®) based "best practices" can help you to deliver a high quality level of support. To prepare delegates for the ISEB Practitioner Certificate in Service Desk and Incident Management and to provide an opportunity to sit the exam.
 
Skills Gained

This course will enable delegates to:
  • To identify areas for strategy, scope, role, procedures, methods, skills, technology, efficiency, and effectiveness or compliance improvements.
  • To produce appropriate action plans.
     
Prerequisites

The ISEB Foundation Certificate in IT Service Management. At least two years relevant experience. 
 
Course Content

Overview of ITIL® based Service Management

Background to the IT Infrastructure Library®. The Service Management Processes. The place of Service Desk and Incident Management in Service Management.
 
Overview of Service Desk and Incident Management

Goals, objectives and scope of the Service Desk and Incident Management process.
Definitions of Incident, Problem, Known Error and RFC.
Relationship with Problem Management.
Benefits, costs and possible problems.
 
The Service Desk

The functionality of the Service Desk.
The Service Desk as single point of contact for the Users.
The structure of a Service Desk.
Overview of Service Desk skills.
 
The Incident Management Process

Management of the resolution of Incidents throughout their lifecycle.
Incident identification and recording.
Incident classification; determining priority, impact and category.
Resolution of Incidents via identification of work-arounds.
Escalation of Incidents to second line support or other resolving groups as necessary.
Incident closure.
Dealing with major Incidents.
 
Support Tools and Techniques

The awareness, knowledge and use of support tools and techniques.
Selecting, evaluating, justifying and implementing support tools.
 
Prevention

Analysis of incidents to determine trends and identify areas for improvement.
Instigate requests for change.
 
Reporting

Identifying the requirements for Service Desk and Incident Management related reports.
Key Performance Indicators (KPIs) of the Service Desk and Incident Management process.
 
Planning and Implementation

The activities involved in the planning of the Service Desk and Incident Management process.
The roles required for the Service Desk and Incident Management process.
 
Examinations

The course will prepare candidates for the ISEB Practitioner Certificate in Service Desk and Incident Management examination. The examination is held on the last day of the course and consists of a closed-book, one hour, case study based, 25 question multiple-choice paper. It accounts for 50% of the overall marks. The remaining 50% is derived from a 75 minute in-course assignment also based on the case study. The pass mark is 65%.

Please note that it is a requirement of the examination that delegates are holders of the Foundation Certificate in IT Service Management.


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