ITIL Practitioner Service Desk and Incident Management

Learn how to manage reactively and proactively through Service Desk and Incident Management ‘Best Practice’

Duration
This three day course explores the guidance in ITIL Service Desk and Incident Management to understand the processes involved and the opportunities and challenges faced when implementing and working with the discipline. This course is used in preparation to undertake EXIN Practitioner Certificate exam in Service Desk and Incident Management in the afternoon of day three of the course.

Course Code
ITILPSDIM

Public Course Price
£ 850.00 plus VAT including examination

Target Group
IT staff involved in the day to day working in the Service Desk environment, particularly those staff with specific responsibility for the Incident Management process, Incident/Service Desk Managers and Service Management staff.

EXIN Exam and Entry Requirements
Delegates will receive the EXIN syllabus indicating pre requisite knowledge, skill and practical experience required to undertake this Practitioner course.

Pre Requisites

• Foundation Certificate in IT Service Management
• Practical experience in the field of Service Desk and Incident Management

Course Benefits

• Understand how to plan for the Service Desk
• Clearly define the different types of Service Desk
• How to communicate with customers
• Plan for the implementation of the Service Desk
• Learn how to manage and define Incident Control
• Learn how to determine the Impact and Priority of Incidents
• How to produce effective Service Desk metrics and management information
• Determine the consequences of Service Level Agreements on the Service Desk activities

Course contents

Day 1 - Planning the Service Desk
Types of Service Desk
Planning and control and tools required
Service Desk infrastructure and technologies

Incident Management
Defining an incident
Incident control and classification
Impact coding and known error databases
Investigation and diagnosis

Service Desk Tools
Establish requirements and criteria for the Service Desk/Incident Management.
Importance of the process prior to selection.
Associated technology at the Service Desk

Day 2 - Incident Manager
Roles and responsibilities and use of second line support staff
Awareness of Service Level agreements

The Incident Management Process
How to integrate Incident and Problem and Change Management
Types of incidents to determine problem management
Maintain and update diagnostic scripts
Report on the progress and Incidents
Define procedures and work instructions from a process description
Indicate where procedures can be optimised

Day 3 - Service Desk Reporting and Reviewing
Producing metrics and management information
Incidents relating to Changes
Performance of suppliers
Quality of the service and service desk and support groups in the process
KPIs of Incident Management

Course Review and Exam Preparation
The three day course consists of exercises, syndicate work and assignments that will assist in developing an action plan for the future.

Course structure
The course is case study based, combining short lectures with individual and group assignments. The course provides a very good introduction to IT Service Management and many organisations have chosen to send some or all of their IT staff on these courses in preparation for an implementation programme.

In Course Assessments/Assignments
Part of the examination is made up of an assessment whereby the course provider tests two assignments during the course. In order to obtain the Practitioner Certificate in IT Service Management the result of this assessment must be satisfactory.

Course Documentation
Delegates will receive a bound copy of the PowerPoint slides used during the course, a copy of the itSMF IT Service Management pocket-guide and access during the course to the OGC publications. Delegates will also receive assignments, mock exams, exercises and case studies.

OGC Publications
This course utilises OGC Publications Service Support and Service Delivery.

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