Course: ITIL Practitioner - Service Desk & Incident Management

This is a practical course and consists largely of syndicate work and exercises with the necessary ITIL theory for the examination. A pre-requisite for this course is the IT Service Management Foundation course and delegates must have obtained the ISEB/EXIN Foundation Certificate in IT Service Management before attending the Practitioners course.

The Service Desk and Incident Management Practitioners course prepares delegates for the Practitioner Certificate in Service Desk and Incident Management. This course and the lecturers who deliver the course are all accredited by the ISEB.

The course is for staff and managers with at least one years support experience in providing Service Desk and/or incident resolution activities to customers and who need to understand the need for effective support of users and customers in an IT service provider environment.

This is a course leading to the ISEB Service Desk / Incident Management practitioners examination course. The examination comprises an in-course assessment and (on the final afternoon of the course) a multi-choice closed book exam (25 questions).

Leads to examination

ISEB Practioners Certificate in Service Desk and Incident Management

Prerequisites

Delegates MUST hold the ISEB/EXIN Foundation certificate in IT Service Management and be able to demonstrate at least one years relevant practical experience in a Service Desk / incident resolution position. (These are the ISEB requirements for delegates wishing to take the ISEB examination)

 
Delegates will learn how to

• Identify what type of Service Desk will best suit an organisation.
• Provide customer focused service and contribute to customer satisfaction.
• Identify the essential ingredients needed for a Service Desk to be an effective interface between IT and the customer.
• Help meet availability targets through having well managed Service Desk and incident resolution procedures.
• Explain why the provision of a consistent service is necessary for an organisation that wishes to deliver quality services.
• Use the contents of ITIL (Information Technology Infrastructure Library), the de facto standard for Service Management to improve the service given by the Service Desk and Incident Management activities.

Course Outline

Introduction

• Planning to Implement
• Key Considerations and Requirements

Service Desk

• Objectives
• Critical Success Factors
• Benefits, costs and problems
• Implementation
• Evolution
• Communicating with Service Desk
• Roles and Responsibilities
• Delivering Customer Satisfaction
• Service Desk Skills
• Tool requirements and procurement

Incident Management

• Objective
• Roles and Responsibilities
• The Practical Incident Lifecycle
• Categorisation, Prioritisation and escalation
• Managing Incidents
• Interfaces with other processes/functions

Management Information

• Reporting
• Key Performance Indicators
• Metrics