ITIL Practitioner Service Desk & Incident Management

Whoshould attend?
ServiceManagement professionals who are working within a Service Desk or Incident Managementenvironment as a practitioner, or those wishing to gain a qualification withinthis specific area of Service Management.

Prerequisites:
Delegatesshould hold the Service Management Foundation certificate and have been workingwithin the Service Desk or Incident Management for at least one year.

Delegateswill learn how to:

• The ability to plan for the implementation of the Service Desk and incident Management.
• Their ability to develop and improve the Customer and Business focus of the Service Desk.
• Knowledge of the interdependencies between Incident Management and the other IT Service Management processes.
• Awareness of the support tools and techniques used within the Service Desk and Incident Management.
• Knowledge of the Incident lifecycle.
• Ability to prepare Incident Management reports for distribution throughout the organisation.
• Prevention of Incidents through the analysis of Incident statistics and reports determining trends, identifying areas of weakness and the proposal of resolutions

Examination:
Inclusive of fee. The course completes with a one and aquarter hour written assignment (essay style) and a one hour closed-bookmultiple-choice paper consisting of 25 questions. The questions will be basedon a Case Study and a set of discipline specific appendices to the Case Study.Delegates must achieve a minimum of 50% in each exam, and a combined overalltotal of 65%.

TheCase Study will be the same across all disciplines and is also the same as theone used by candidates in completion of their in-course assignment.