Course: ITIL Practitioner - Service Desk & Incident Management

This three day course leads to the ISEB examination and qualification ISEB Practitioner Certificate in IT Service Management: Service Desk and Incident Management. The course is designed for IT professionals working in the area of Incident Management who are involved on a day to day basis in terms of incident handling including logging, progressing, keeping the customer/user informed of progress and wish to gain an acknowledged qualification in their area of expertise. The course is a very practical learning experience with a number of exercises and scenarios built in.

The Service Desk and Incident Management qualification will be attained through passing the ISEB set in course assignment in addition to passing the ISEB set multiple choice one hour exam paper which is scheduled for the last afternoon of the course.

Pre-Requisites

Demonstrate at least one year’s experience in the Incident Management process.
Hold the Foundation Certificate in IT Service Management

Structure

The course will consist of formal lecturing, group discussions, in course assignments, and a practice examination paper. The “live” examination is in two parts:

1. Is a one hour written case assignment based on a case study – which is marked by our ISEB examiner.
2. Is a one hour “closed book”, multiple choice paper and will take place on the afternoon of the last day of the course.

Delivered by a Focus Training Partner which specialises exclusively on IT Service Management:

- Courses never cancelled

- Trainers have hands-on ITIL experience

- Free refresher programme if you are unfortunate enough to fail the exam

Planning -

The planning, implementation and improvement of the Incident Management process. On completion of the course the candidate should be able to:

• Understand the activities involved in the planning of the Service Desk and the Incident Management process.
• Understand the potential costs, benefits and problems associated with the implementation of the Service Desk and Incident Management.
• Know the objectives and scope of the service Desk and Incident Management.
• Review the functionality of the Service Desk and the operation of the Incident Management process identifying areas of weakness and instigating resolutions and proactive improvements.

Incident Management -

The support of the Service Desk operation and the Incident Management process. On completion of the course the candidate should be able to:

• Manage, control and report on the progress of the resolution of incidents through all stages of their lifecycle.
• Identify and define incidents, incident categories and incident lifecycles.
• Classify incidents, determining priority, impact and category.
• Manage all incidents and apply Incident Management techniques.
• Determine the resources needed for management, analysis and diagnosis of incidents.
• Liaise with internal support groups and external suppliers ensuring that incidents are resolved as quickly as possible.
• Resolve any incident ownership disputes in conjunction with Problem Management.
• Develop and instigate processes for matching incidents to other incidents and known errors within the Service Desk using the Incident Management process.
• Indicate where diagnostic scripts or procedures need to be adjusted.
• Document incident analyses, temporary solutions and resolution procedures in such a way to facilitate the rapid resolution of all incidents by all areas involved in the incident resolution process.
• Manage and resolve Major Incidents in conjunction with Problem Management.
• Define procedures and work instructions for the Incident Management process.

Support Tools & Techniques -

The awareness, knowledge and use of Incident Management support tools and techniques and the instigation of process improvements. On completion of the course the candidate should be able to:

• Set up and assess criteria for choosing appropriate support tools.
• Select the appropriate support tools and techniques.
• Justify, procure and implement such tools.

Prevention -

The analysis of incidents and incident statistics and reports determining trends, identifying areas of weakness and proposing resolutions for the proactive prevention of future incidents. On completion of the course the candidate should be able to:

• Analyse details of recorded incidents and incident statistics.
• Identify trends on the basis of analysis.
• Make use of statistical techniques and relationships within the CMDB.
• Identify weaknesses or common incidents.
• Instigate requests for change (RFCs) to resolve these weaknesses and common incidents and reduce the number and the impact of incidents.

Reporting -

The preparation of Incident Management reports for distribution throughout the organisation as appropriate. On completion of the course the candidate should be able to:

• Identify the Service Desk and Incident Management related reports required throughout the organisation.
• Produce regular and ad-hoc Service Desk and Incident Management reports and circulate these as required.
• Define and report on the metrics and Key Performance Indicators (KPIs) of the Service Desk and Incident Management.
• Analyse reports and take the appropriate action.

Interfaces and Dependencies

The appreciation and understanding of the interfaces and dependencies Incident Management has with the other Service Management processes. On completion of the course the candidate should be able to:

• Identify and understand the interfaces that Incident Management has with other IT and Service Management processes.
• Define and document the dependencies of other Service Management processes on Incident Management processes and information.
• Define and document the dependencies of Incident Management on other Service Management processes and information.
• Implement procedures that facilitate the interfacing and dependence of Incident Management with all other IT and Service Management processes.