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BCS Service Desk And Incident Management Specialist

Key points about this course


Duration: 3 Days*

Pre-requisites: - ITIL® Foundation

Exam: Included

Accredited: Yes

Dates & Prices Enquire

Available delivery methods for this course

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Course Information

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. 

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

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. 

 

Prerequisites

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. 

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.

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
 

Key points about this course


Duration: 3 Days*

Pre-requisites: - ITIL® Foundation

Exam: Included

Accredited: Yes

Dates & Prices Enquire

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How will you be funding your training?

Self funding

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Key points about this course


Duration: 3 Days*

Pre-requisites: - ITIL® Foundation

Exam: Included

Accredited: Yes


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"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

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"...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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