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BCS Specialist Certificate In Service Desk And Incident Management - United Kingdom

Key points about this course


Duration: 3 Days*

Accredited: Yes

Support: 24/7

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  • Understand the goals of the service desk and incident management.
  • Learn to apply the incident management process to manage the resolution of incidents by th
  • Develop incident categories and priorities in collaboration with stakeholders.

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
The price for BCS Specialist Certificate in Service Desk and Incident Management certification in the United Kingdom starts from £1295
The Knowledge Academy is the Leading global training provider in the world for BCS Specialist Certificate in Service Desk and Incident Management.
Please see our ITIL® Training courses available in the United Kingdom

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)

Key points about this course


Duration: 3 Days*

Accredited: Yes

Support: 24/7

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BCS Specialist Certificate In Service Desk And Incident Management Dates & Prices

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Aberdeen
Mon 28th Oct 2019
Places available
£5989
Norwich
Mon 28th Oct 2019
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£5989
Leeds
Mon 4th Nov 2019
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£5989
Sheffield
Mon 4th Nov 2019
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£5989
Reading
Mon 11th Nov 2019
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£5989
Maidstone
Mon 18th Nov 2019
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£5989
Mon 18th Nov 2019
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£4989
London
Mon 25th Nov 2019
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£4989
Glasgow
Mon 2nd Dec 2019
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£5989
Mon 9th Dec 2019
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£4989
Birmingham
Mon 9th Dec 2019
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£4989
Liverpool
Mon 16th Dec 2019
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£5989
Bristol
Mon 16th Dec 2019
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£5989
Aberdeen
Mon 6th Jan 2020
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£5989
Glasgow
Mon 6th Jan 2020
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£5989
Maidstone
Mon 13th Jan 2020
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£5989
Brighton
Mon 13th Jan 2020
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£5989
London
Mon 20th Jan 2020
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£4989
Mon 27th Jan 2020
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£3299
Liverpool
Mon 27th Jan 2020
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£5989
Birmingham
Mon 3rd Feb 2020
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£4989
Newcastle
Mon 10th Feb 2020
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£5989
Manchester
Mon 17th Feb 2020
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£4989
Dublin
Mon 24th Feb 2020
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€5989
Mon 24th Feb 2020
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£3299
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Mon 2nd Mar 2020
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£5989
Edinburgh
Mon 9th Mar 2020
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£5989
London
Mon 16th Mar 2020
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£4989
Mon 23rd Mar 2020
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£3299
Leeds
Mon 23rd Mar 2020
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£5989
Bristol
Mon 30th Mar 2020
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£5989
Cambridge
Mon 6th Apr 2020
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£5989
Norwich
Mon 6th Apr 2020
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£5989
Belfast
Tue 14th Apr 2020
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£5989
Mon 20th Apr 2020
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£3299
Sheffield
Mon 20th Apr 2020
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£5989
Milton Keynes
Mon 27th Apr 2020
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£5989
Southampton
Mon 27th Apr 2020
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£5989
London
Mon 4th May 2020
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£4989
Mon 11th May 2020
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£3299
Birmingham
Mon 11th May 2020
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£4989
Manchester
Mon 18th May 2020
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£4989
Cardiff
Tue 26th May 2020
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£5989
Glasgow
Mon 1st Jun 2020
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£5989
Reading
Mon 8th Jun 2020
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£5989
Edinburgh
Mon 15th Jun 2020
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£5989
Mon 15th Jun 2020
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£3299
Bristol
Mon 22nd Jun 2020
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£5989
Leeds
Mon 29th Jun 2020
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£5989
London
Mon 6th Jul 2020
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£4989
Nottingham
Mon 13th Jul 2020
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£5989
Maidstone
Mon 13th Jul 2020
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£5989
Birmingham
Mon 20th Jul 2020
Places available
£4989
Mon 20th Jul 2020
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£3299
Manchester
Mon 27th Jul 2020
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£4989
Aberdeen
Mon 27th Jul 2020
Places available
£5989
Newcastle
Mon 3rd Aug 2020
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£5989
Belfast
Mon 10th Aug 2020
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£5989
Milton Keynes
Mon 10th Aug 2020
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£5989
Cambridge
Mon 17th Aug 2020
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£5989
Mon 17th Aug 2020
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£3299
Liverpool
Mon 24th Aug 2020
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£5989
Brighton
Tue 1st Sep 2020
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£5989
Cardiff
Tue 1st Sep 2020
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£5989
Edinburgh
Mon 7th Sep 2020
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£5989
Reading
Mon 14th Sep 2020
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£5989
Mon 21st Sep 2020
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£3299
Glasgow
Mon 21st Sep 2020
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£5989
Leeds
Mon 28th Sep 2020
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£5989
Birmingham
Mon 5th Oct 2020
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£4989
London
Mon 12th Oct 2020
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£4989
Bristol
Mon 19th Oct 2020
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£5989
Mon 19th Oct 2020
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£3299
Manchester
Mon 26th Oct 2020
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£4989
Sheffield
Mon 2nd Nov 2020
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£5989
Dublin
Mon 9th Nov 2020
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€5989
Nottingham
Mon 16th Nov 2020
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£5989
Mon 16th Nov 2020
Places available
£3299
Southampton
Mon 23rd Nov 2020
Places available
£5989
Norwich
Mon 30th Nov 2020
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£5989
Mon 7th Dec 2020
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£3299
London
Mon 7th Dec 2020
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£4989
Milton Keynes
Mon 14th Dec 2020
Places available
£5989

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Key points about this course


Duration: 3 Days*

Accredited: Yes

Support: 24/7


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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"

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