Key points about this course
Duration: 3 Days*
Pre-requisites: - ITIL® Foundation
Accredited: YesDates & Prices Enquire
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This three-day classroom-based training course educates professionals in the general industry best practices which are used currently in IT Service Management. Based on industry frameworks and guidelines, candidates are provided with an exhaustive understanding of the principles and practices involved in operating, monitoring, reporting, implementing, planning, and improving a service desk and the management of incidents. Our Service Desk and Incident Management Specialist training is fully accredited by BCS (The Chartered Institute for IT) and includes the relevant exam. After achieving this certification, delegates will be able to demonstrate that they have knowledge of industry best practice and are able to apply them efficiently within a working environment.
The course covers the following topics:
Introduction to Service Desk and Incident Management
Service desk function and incident management process; best practices
Tools, methods and techniques
SDIM roles and responsibilities
Control, measurement, and reporting activities
Analysis of reports, statistics, and trends
Interfaces and Dependencies
Planning, improvement, and implementation
This course is designed for those who require an understanding of Service Desk and Incident Management best practice, and how it can be used to enhance the standard of IT Service Management. Also, this course would be beneficial to IT professionals who are working within a business which uses these practices and is required to improve Service Desk and Incident Management.
The ITIL Foundation certificate is required to take this course. Furthermore, it is recommended that candidates have at least a year of experience in a specialist service management discipline.
The exam details are as follows:
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Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."
Diane Gray, Shell