ITIL™ Service Desk & Incident Practitioner
Course Duration: 3 Days
Cost: £995 + Vat
Who should attend?
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
What are the pre-requisites?
· A Foundation Certificate in IT Service Management
· At least 1 year’s experience of a Service Desk or Incident Management environment
Examination
The course ends with 2 one hour exams
· 1 hour ‘closed book’ written paper and
· 1 hour ‘closed book’ multiple-choice paper, with 25 questions
Both exams are based on a case study
What are the course objectives?
At the end of this 3 day course you will be able to demonstrate:
· Ability to plan for the implementation of the Service Desk and Incident Management
· 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
« Please view our course schedule for information on upcoming courses.
