ITIL Practitioner Certificate Service Desk & Incident Management

Duration: 3 days 

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Who should attend this course?
This qualification covers the Service Management disciplines associated with regard to the Service Desk and Incident Management as described in the IT Infrastructure Library (ITIL®) Service Support book.

The qualification also covers ITIL® Service Management principles in general, and the interdependencies between these and the Service Desk function and the Incident Management process.

Prerequisites
Delegates must hold a v2 or v3 Service Management Foundation certificate as well as at least one years experience working within the Service Desk or Incident Management environment.

Format
The format of the training is highly interactive, designed to present the information in memorable, manageable segments.  Throughout the course, delegates understanding of the material will be tested, through the use of exercises, case study based assignments an examination style questions.

• 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.

Qualification
ISEB Practitioner Certificate in Service Desk & Incident Management.

Pre Course Work
A Case Study and some pre course reading will be supplied which will be used throughout the course as well as during the final examination. Delegates should familiarise themselves with the details of the case study before attendance at the course.

Examination
On the final day of the course delegates will take two examinations. The first is a one hour and fifteen minute written assignment (essay style). The second is a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on the Case Study and a set of discipline specific appendices.

Delegates must achieve a minimum of 50% in each exam, and a combined overall total of 65%. 

Service Desk & Incident Management 

• 9 - 11 February £775 London