Course details
ITIL® V2 Service Desk & Incident Management Practitioner
3 days
Forthcoming dates for this course
We are running the ITIL® V2 Service Desk & Incident Management Practitioner on the following dates. You can book your place online in just a few clicks. Or, if you would like The Grey Matters to conduct a private course within your organisation, please contact us for more details.
| Dates | Venue | Price | ||
|---|---|---|---|---|
| 3 – 5 Jul 2012 | London (West One) | £795.00 | Book now | |
As a result of attending this 3 day ISEB Practitioner course in Service Desk and Incident Management delegates will be able to demonstrate their competence in, and their ability to:
- Plan for the implementation of the Service Desk and Incident Management
- Develop and improve the customer and business focus of the service desk and the Incident Management process
- Use the Incident Management process to manage incidents and their resolution by the Service Desk and all other areas
- Define Service Desk requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment
- Define, implement and manage the following activities: assess, prioritise and categorise incidents carry out incident analysis, identify and create incident records, diagnose the cause of incidents, identify incident resolutions, match incidents with other incidents and known errors, review and close incidents
- Define and agree incident categories and priorities in conjunction with Problem Management
- Be aware of the support tools and techniques available for the implementation of Incident Management and the support of the Service Desk identifying and instigating improvements
- Analyse incident and incident reports and statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents, wherever possible
- Prepare Incident Management reports for distribution throughout the organisation.
- Co-ordinate, schedule, target and focus resources on resolution of the most appropriate incidents
- Understand the interdependencies between Incident Management and other IT and Service Management processes
At the end of the course there is a written assignment and multiple-choice exam.
A pre-requisite of attending this course is to hold the ITIL® Foundation Certificate.
