ITIL V2 Service Desk and Incident Practitioner

PRACTITIONER'S CERTIFICATES

OVERVIEW

Incident Management / Service Desk

The Service Desk forms the main day-to-day interface between IT Services and its customers, and is responsible for creating a good image about the quality and availability of services. It provides a single point of contact for customers, thereby improving service quality and assisting in managing customer expectation. The Service Desk will utilise the Incident Management process to restore service following an interruption, thereby reducing the adverse impact on the business and maintaining a high level of service quality.

DURATION

Each is a 3-day programme and incorporates the appropriate examination:

• Configuration Management Practitioner examination
• Incident Management/Service Desk Practitioner examination
• Change Management Practitioner examination
• Problem Management Practitioner examination
• Service Level Management Practitioner examination

COURSE CONTENT

Incident Management / Service Desk programme:

• Service Desk and Incident Management
• The Incident Management Process
• Support Tools and Techniques
• Communication
• Reports
• Examination Preparation