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Free Download
Introductory overview of ITIL v3, Click on picture to download
ITIL® V2 Service Desk & Incident Practitioner
Course Duration - 3 Days
Who should attend?
Service Management professionals who are working within a Service Desk or Incident Management environment as a practitioner, or those wishing to gain a qualification within this specific area of Service Management
What are the pre-requisites?
- A Foundation Certificate in IT Service Management
- At least 1 year’s experience of a Service Desk or Incident Management environment
Examination
The course ends with 2 one hour exams
- 1 hour ‘closed book’ written paper and
- 1 hour ‘closed book’ multiple-choice paper, with 25 questions
Both exams are based on a case study
What are the course objectives?
At the end of this 3 day course you will be able to demonstrate:
- Ability to plan for the implementation of the Service Desk and Incident Management
- 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
Complimentary books
The following books are available to purchase from the Purple Griffon bookstore to compliment this course:
| Title | Price | ||
|---|---|---|---|
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Best Practice Service Support | RRP £65.00 £53.95 |
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IT Service Management Version 2 - A Companion to the IT Infrastructure Library aka - The Little ITIL |
RRP £9.95 £8.95 |
|
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ITIL 3 Lifecycle Core Library Service Transition | RRP £85 £70.55 |
|
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ITIL 3 Lifecycle Core Library Service Operation | RRP £85 £70.55 |
|
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ITIL V3 Intermediate Capability Handbook: Operational Support and Analysis | RRP £9.95 £8.70 |
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ITIL 3 Lifecycle Core Library Continual Service Improvement | RRP £85.00 £70.55 |
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Continual Service Improvement Based On ITIL V3: A Management Guide | £20.99 | |
Special Offers
| Course Title | Location | Date | Offer |
|---|
More dates
| Course Title | Location | Date | Price | |
|---|---|---|---|---|
| ITIL Service desk and Incident Management Practitioner | London EC2M 7 | 25/10/10 | £995 |  |
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