Course: ITIL Practitioner - Service Desk & Incident Management

Duration
A three-day intensive, interactive course.

Who should attend this course?
Service Management professionals who are working within a Service Desk or Incident Management environment as a practitioner, or those wishing to gain a qualification within this specific area of Service Management.

Prerequisites
Delegates must hold the Service Management Foundation certificate and should ideally have at least one years experience working within the Service Desk or Incident Management.

Qualification
ISEB Practitioner Certificate in Service Desk & Incident Management.
Learning objectives
 
Examination
Inclusive of fee.  The course completes with a one and a quarter hour written assignment (essay style) and a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on a Case Study and a set of discipline specific appendices to the Case Study.

The Case Study will be the same across all disciplines and is also the same as the one used by candidates in completion of their in-course assignment.  Delegates must achieve a minimum of 50% in each exam, and a combined overall total of 65%.

By the end of the course delegate will be able to demonstrate:

• The ability to plan for the implementation of the Service Desk and incident Management.
• Their ability to develop and improve the Customer and Business focus of the Service Desk.
• Knowledge of the interdependencies between Incident Management and the other IT Service Management processes.
• Awareness of the support tools and techniques used within the Service Desk and Incident Management.
• Knowledge of the Incident lifecycle.
• Ability to prepare Incident Management reports for distribution throughout the organisation.
• Prevention of Incidents through the analysis of Incident statistics and reports determining trends, identifying areas of weakness and the proposal of resolutions