ITIL Practitioner - Service Desk & Incident Management

IT managers and staff involved in the development, operation or managemnt of Service Desks.

The Service Desk is at the front line of IT, providing the interface between IT and the users. 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 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 ITIL and provides delegates with the opportunity to sit the Practitioner Certificate in Service Desk & Incident Management exam as part of the course.

Successful delegates will be able to demonstrate their competence in, and their ability to:

• Plan for the implementation of the Service Desk and Incident Management
• Develop and improve the customer and business focus of the service desk and the Incident Management process
• Use the Incident Management process to manage incidents and their resolution by the Service Desk and all other areas
• Define Service Desk requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment
• Define, implement and manage the following activities: assess, prioritise and categorise incidents carry out incident analysis, identify and create incident records, diagnose the cause of incidents, identify incident resolutions, match incidents with other incidents and known errors, review and close incidents
• Define and agree incident categories and priorities in conjunction with Problem Management
• Be aware of the support tools and techniques available for the implementation of Incident Management and the support of the Service Desk identifying and instigating improvements
• Analyse incident and incident reports and statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents, wherever possible
• Prepare Incident Management reports for distribution throughout the organization
• Co-ordinate, schedule, target and focus resources on resolution of the most appropriate incidents
• Understand the interdependencies between Incident Management and other IT and Service Management processes.

To be entered for the Practitioner’s examination leading to the certificate, you must be able to demonstrate at least one year’s experience of Incident Management processes and hold the ITIL Foundation Certificate in IT Service Management.

 

• Overview of Service Desk and Incident Management
• The Service Desk
• The Incident Management Process
• Support Tools and Techniques
• Prevention
• Reporting
• Planning and Implementation
  
  
  
  
  

The ISEB Practitioner Certificate examination consists of a closed-book, one hour, case study based, 25 questions multiple-choice paper. This is taken at the end of the course and accounts for 50% of the overall marks. The remaining 50% is derived from a course assignment.  To qualify for the certificate, candidates are required to achieve 50% in each assessment with an overall combined total of 65%.