ITIL™ Service Desk & Incident Practitioner - £795+vat

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

Course Title	Location	Date
ITIL Service Desk & Incident Practitioner	London	30/09/08

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