Course Description
The ITIL Specialist in Service Desk & Incident Management course provides candidates with an understanding of industry best practice in relation to the operation of the Service Desk function and the Incident Management process. In addition to the principles underpinning these service management disciplines the course provides practical experience of planning, implementing, operating, monitoring, reporting, and improving a Service Desk and the management of incidents.
The subject matter within this qualification is based on best practice, frameworks and standards including ITIL, COBIT and ISO/IEC 20000. This qualification forms part of the 'ITSM Specialist' series.
Course Objectives
- Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to SDIM.
- Explain the goal and objectives of the Service Desk and Incident Management and the related activities, roles and functions.
- Develop and improve the customer and business focus of SDIM.
- Use and apply the Incident Management process to manage the resolution of incidents by the Service Desk and all other areas of IT.
- Be aware of the support tools and techniques available.
- Produce SDIM reports for dissemination and interpret and use their contents.
- Understand the interdependencies between SDIM and other IT areas and processes.
- Assist with the planning and implementation of SDIM.
Who Should Attend?
- Project managers, business managers and business process owners
- Those who require a working knowledge of the industry best practice used in SDIM and how it can be used to improve the quality of ITSM within an organisation
- Those who are required to deliver or improve SDIM within an on-going Service Improvement Programme
Course Details/Schedule
- Explain the goal and objectives of Incident Management
- Explain the goal and objectives of the Service Desk
- Understand and explain processes, roles and functions, especially those related to SDIM
- Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to SDIM
- Develop and improve the customer and business focus of SDIMUse and apply the
- Incident Management process to manage the resolution of incidents by the Service Desk and all other areas of IT
- Define Service Desk requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment
- Implement and manage incidents through all stages of the incident lifecycle
- Develop and agree incident categories and priorities in collaboration with the relevant stakeholders
- Co-ordinate, schedule, target and focus resources on the resolution of incidents, based on priorities
- Be aware of the support tools and techniques available for the implementation and support of Incident Management and the Service Desk, where possible identifying and instigating improvements
- Practical analysis of incident records, reports and statistics and propose resolutions to reduce the number of incidents by proactively preventing potential incidents, in conjunction with Problem Management
- Produce SDIM reports for dissemination and interpret and use their contents
- Understand the interdependencies between SDIM and other IT areas and processes
- Assist with the planning and implementation of SDIM
