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BCS Specialist Certificate In Service Desk And Incident Management

Key points about this course


Duration: 3 Days*

Accredited: Yes

Dates & Prices Enquire
  • To be able to explain the goal and objectives of the service desk
  • To be able to explain the goal and objectives of incident management

Available delivery methods for this course

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Course Information

BCS Specialist Certificate in Service Desk and Incident Management Course

The Knowledge Academy’s 3 day BCS Specialist Certificate in Service Desk and Incident Management course reflects the general industry best practices currently in use in the IT Service Management and particularly service desk and incident management.

BCS Specialist Certificate in Service Desk and Incident Management Learning objectives:

  • To be able to explain the goal and objectives of the service desk
  • To be able to explain the goal and objectives of incident management
  • Learn how to use the different approaches to, applications of, standards, industry best practice frameworks and guidelines, relevant to service desk and incident management
  • Enhance your knowledge on how to use and apply the incident management process to manage the resolution of incidents by the service desk and all other areas of IT
  • Gain an understanding of how to develop and agree on incident categories and priorities in collaboration with the relevant stakeholders

BCS Specialist Certificate in Service Desk and Incident Management Course Outline

  1. Module: The History of IT Service Management
    1. An introduction to IT Service Management
    2. The goal and objectives of the service desk function

 

  1. Module: Service desk function and incident management process; best Practices
    1. Service desk and incident management concepts and principles
    2. The how – ITIL and its applications to Service desk and incident management
    3. A generic incident management process

 

  1. Module: Tools, methods and techniques
    1. Awareness, knowledge and use of service desk and incident management support tools and techniques

 

  1. Module: Service desk and incident management roles and responsibilities
    1. Skills Framework for the information age and it’s use with defining service desk and incident management roles
    2. ITIL and its use in defining service desk and incident management roles

 

  1. Module: Control, measurements and reporting activities
    1. COBIT and its applications to service desk and incident management
    2. The preparation of service desk and incident management reports for dissemination

 

  1. Module: Analysis of reports, statistics and trends
    1. The analysis of reports, statistics and reports, identifying trends

 

  1. Module: Planning, improvements and implantation
    1. Provide delegates with an overview of the planning, implementation and continual improvement of service desk and incident management

 

  1. Mock Examination

Who should attend this BCS Specialist Service Desk and Incident Management Course?

This BCS Specialist Service Desk and Incident Management training course has been designed for those who are working or preparing to work in a service desk function and/or with an incident management process.

  • Individuals who require a working knowledge of the industry best practice used in Service Desk and Incident Management and how it may be used to enhance the quality of IT Service Management within an organisation
  • IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve Service desk and incident management within an ongoing service improvement program

BCS Specialist Certificate in Service Desk and Incident Management Prerequisites

Foundation Certificate in IT Service Management and it is recommended to have a minimum of one year’s experience in an IT service management environment or a number of years’ experience in a specialist service management discipline.

Please arrive at the venue at 8:45am.
Foundation Certificate in IT Service Management and it is recommended to have a minimum of one year’s experience in an IT service management environment or a number of years’ experience in a specialist service management discipline.
This BCS Specialist Service Desk and Incident Management training course has been designed for those who are working or preparing to work in a service desk function and/or with an incident management process. Individuals who require a working knowledge of the industry best practice used in Service Desk and Incident Management and how it may be used to enhance the quality of IT Service Management within an organisation IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve Service desk and incident management within an ongoing service improvement program
We are able to provide support via phone & email prior to attending, during and after the course.
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 3 day(s)
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts

What's included in this Service Desk and Incident Management Course?

  • Service Desk and Incident Management Exam
  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor
  • Refreshments

BCS Specialist Certificate in Service Desk and Incident Management Exam Information

BCS Specialist Certificate in Service Desk and Incident Management exam format:

  • 90 minute ‘closed book’
  • 25 Multiple choice questions
  • Pass mark is 64% (16/25)

Dates & Prices

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How will you be funding your training?

Self funding

Company funding

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Key points about this course


Duration: 3 Days*

Accredited: Yes


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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

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Various delivery methods

Flexible delivery methods are available depending on your learning style.

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Resources

Resources are included for a comprehensive learning experience.

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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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