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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.
Our online-based training courses aim to provide you with a complete training experience. Due to their
flexibility, these courses are greatly suited to busy working professionals, or any individual who would prefer the
convenience of an online training course.
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.
Our In-House training option allows you to select any of our courses and receive training at a venue of your choice,
by any method of your choice.
In-House courses deliver training to multiple employees at once, thus reducing travel expenses and providing you with the ultimate convenience and value for money. In addition, this option allows you to receive a training course that has been specifically tailored to meet your business needs, ensuring first-class quality, applicability, and value.
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.
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.
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 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.Back to top
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:
64% pass mark
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We have the guaranteed best price for our courses in the industry
Resources are included for a comprehensive learning experience
Flexible delivery methods are available depending on your learning style
"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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