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At The Knowledge Academy, our classroom-based training courses allow delegates to study and learn in a friendly, engaging, and interactive environment. We ensure the very best level of teaching, with first-rate instructors, resources, and state-of-the-art facilities. We provide courses of varying durations and can arrange weekend and residential courses in order to suit your requirements.

Furthermore, our classroom courses are carried out in thousands of locations worldwide, making training easily accessible wherever you are. Our courses typically begin at 9.00 am and continue until 5.00 pm each day, with breaks and refreshments provided. , As our most popular form of training available, we pride ourselves in continuously delivering an outstanding learning experience for our delegates in the classroom.

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Our Computer-Based Training (CBT) courses remove the time and cost associated with travelling to course locations. You can complete your chosen course in any location, and work at your own pace, as the learning portal can be accessed 24/7. All of our online training courses have technical and administrative support and mobile access. Furthermore, each course has been carefully designed to incorporate informative, instructive, and engaging content. In this way, online learning can guarantee a valuable and enjoyable training solution.

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By choosing to bring bespoke training to the office, you can improve business performance, and make your organisation more streamlined, resourceful, and profitable. With over 25 years’ of experience, we are the market-leaders of In-house training.

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  • Reduce the costs of employees taking time away from the workplace to train
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  • Monitor your employees’ progress and ensure that they receive applicable qualifications

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Our Virtual training courses provide you with the option to learn using a specialised simulated virtual environment. In this environment, our expert training instructors will be able to convey information and provide you with the all the knowledge you require to earn your qualification with The Knowledge Academy. As the largest global training provider, this method of training allows us to extend our training scope to those who may not be able to attend a classroom course itself, but would like to receive direct training and support from an instructor.
Using this training delivery method, you would benefit from the convenience of remote access and the elimination of the time and cost associated with travelling to a training venue.

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  • Receive direct support from our experienced trainers
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IT Service Management

BCS Service Desk And Incident Management Specialist

Available delivery methods for this course:




Live Virtual

Course Information

BCS Service Desk and Incident Management Specialist Outline

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

  • Mock exam

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BCS Service Desk and Incident Management Specialist Overview

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. 

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Who should attend?

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. 

BCS Service Desk and Incident Management Specialist Examination

The exam details are as follows:

  • 90 minutes
  • Closed book
  • 25 questions
  • Multiple choice
  • 64% pass mark

What’s Included

  • The BCS Service Desk and Incident Management Specialist Examination
  • The Knowledge Academy’s Service Desk and Incident Management Specialist Manual
  • Experienced Instructor
  • Completion Certificate
  • Refreshments

BCS Service Desk and Incident Management Specialist FAQs

Yes this BCS Service Desk and Incident Management Specialist training course is fully accredited by BCS (The Chartered Institute for IT).
The Service Desk Analyst (SDA), BCS Service Desk and Incident Management Specialist, and Service Desk Manager (SDM) courses are taught by experienced trainers with a wealth of knowledge around IT Service and Support and Service Desks.
We provide Service Desk training courses in a wide variety of locations across the UK and the world.
Yes, at the end of the course you will take the BCS Service Desk and Incident Management Specialist exam.

Upcoming classes

Need training delivered to you?

We can offer exceptional deals on in-house/on-site training at a location of your choosing for a number of your staff. Enquire to learn about our offers.

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Dates & Prices for BCS Service Desk and Incident Management Specialist

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Why choose Virtual?

Attend your course from the office or home
Interactive support from experienced trainers
Simple to setup and easy to use on any device

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Best Price in the Industry

We have the guaranteed best price for our courses in the industry

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Resources Included

Resources are included for a comprehensive learning experience

Various Delivery Methods

Flexible delivery methods are available depending on your learning style

Some of our clients

"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

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