ITIL Service Desk & Incident Management
Course Code: ITILSDIMP
Duration: 3 Days
Overview
The Service Desk is at the front line of IT, providing the interface between IT and the users. Service Desk staff are responsible for managing customer expectations, providing advice, and dealing with Incidents. One of their prime responsibilities is to oversee the restoration of an IT Service in accordance with the response times agreed in your Service Level Agreements. This is a complex task that can only be managed by using “best practice” processes and skills.
This course is based on IT Infrastructure Library (ITIL) best practices, follows the syllabus of the Practitioner Certificate in Service Desk and Incident Management.
Who will the course benefit?
Service Desk and other first level business / systems support staff. Service Desk and Incident Management practitioners with at least two years experience in IT, one of which should be in a Service Management environment.
The course is suitable for both practitioners and for those involved in the development and management of Service Desk and Incident Management processes.
Course Objectives
To show how implementing IT Infrastructure Library (ITIL) based “best practices” can help you to deliver a high quality level of support. To prepare delegates for the Practitioner Certificate in Service Desk and Incident Management and to provide an opportunity to sit the exam.
Prerequisites
To be entered for the Practitioner’s examination you must hold the Foundation Certificate in IT Service Management. Additionally you should be able to demonstrate at least one year’s experience in a relevant role.
Delegates will learn how to
- Identify areas for strategy, scope, role, procedures, methods, skills, technology, efficiency, and effectiveness or compliance improvements.
- Produce appropriate action plans.
Course outline
Overview of ITIL based Service Management
- Background to the IT Infrastructure Library®. The Service Management Processes.
- The place of Service Desk and Incident Management in Service Management.
- Overview of Service Desk and Incident Management
- Goals, objectives and scope of the Service Desk and Incident Management process.
- Definitions of Incident, Problem, Known Error and RFC.
- Relationship with Problem Management.
- Benefits, costs and possible problems
The Service Desk
- The functionality of the Service Desk.
- The Service Desk as single point of contact for the Users.
- The structure of a Service Desk.
- Overview of Service Desk skills.
The Incident Management Process
- Management of the resolution of Incidents throughout their lifecycle.
- Incident identification and recording.
- Incident classification; determining priority, impact and category.
- Resolution of Incidents via identification of work-arounds.
- Escalation of Incidents to second line support or other resolving groups as necessary.
- Incident closure.
- Dealing with major Incidents.
Support Tools and Techniques
- The awareness, knowledge and use of support tools and techniques.
- Selecting, evaluating, justifying and implementing support tools.
Prevention
- Analysis of incidents to determine trends and identify areas for improvement.
- Instigate requests for change.
Reporting
- Identifying the requirements for Service Desk and Incident Management related reports.
- Key Performance Indicators (KPIs) of the Service Desk and Incident Management process.
- Planning and Implementation
- The activities involved in the planning of the Service Desk and Incident Management process.
- The roles required for the Service Desk and Incident Management process
Examinations
The course will prepare candidates for the Practitioner Certificate in Service Desk and Incident Management examination. The examination is held on the last day of the course and consists of a closed-book, one hour, case study based, 25 question multiple-choice paper. It accounts for 50% of the overall marks. The remaining 50% is derived from a 75 minute in-course assignment also based on the case study. The pass mark is 65%.
