Define and Implement a Service Desk and Incident Management

Course provider: Global Knowledge
Training delivery: by ITIL Expert – Optimal Connections, LLC
Certificate:  of Course Completion
Duration:  3 days
Language:  English
Delivery options:  Onsite or virtual – live instructor led

Description

In this Define and Implement Service Desk and Incident Management Workshop course, participants gain comprehensive knowledge of the Service Desk function and Incident Management process as discussed within ITIL®. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® framework.

Download the Course Fact Sheet

Audience

• Individuals who require a deep understanding of IT service management/ITIL^® Service Desk and Incident Management and their relationship with other IT service management functions and processes.
• IT professionals that are working within an organization that has adopted and adapted ITIL^® who need to contribute to an ongoing service improvement program this may include but is not limited to IT managers, supervisory staff, team leaders, Service Desk and Incident Management staff.

Learning Objectives

At the end of this course, participants will be able to:

• Apply ITIL^® best practices in Incident Management/Service Desk
• Explain the value of Service Desk and Incident Management to the service quality
• Organize an effective Service Desk aimed at managing customer relations and communication
• Organize an efficient and effective Incident Management to resolve incidents and get business back to function as quickly as possible
• Define the key quality ingredients of a successful Service Desk and Incident Management
• Describe the relationship of Service Desk and Incident Management as well as with other IT service management processes
• Define, implement and support the tools and procedures necessary for measuring and reporting basic Service Desk and Incident Management information
• Understand the relationship and dependencies between Service Desk and Incident Management with other functional groups and processes at the Service Operation level

Prerequisites:

None, although a familiarity with IT service delivery will be beneficial.

Course Materials:

The course includes the following components for participants:

• Course Book (eBook or printed)
• Class handouts – assignments
• Presentation quiz and sample answers
• Helpful handouts, templates, ITIL diagrams

Course Agenda

Day 1	Day 2	Day 3
IntroductionsPart 1 – The Practice of Service Management	Part 3 – Continued	Part 5 – Implementing a Service Desk and Incident Management
Part 2 – Key Principles and Ongoing Considerations	Practical AssignmentsPart 4 – The Incident Management Process	Practical assignments
Part 3 – The Service Desk Function	Part 4 – Continued	Part 5 – Continued
End of day	Ongoing activitiesPractical Assignments	Practical Assignments
	End of day	Wrap-up, end of program

Exam Information

• There is no certification exam provided with this course

Course Specific Delivery Information

Prerequisites

• There are no formal prerequisites.

 Course Delivery Requirements

• For online virtual delivery, the student must have a suitably equipped laptop, or PC, with a web cam, audio support, and a high-speed internet connection
• For onsite courses, acceptable facilities must be made available

Pricing and Ordering Information:

• Product Code: ITIL 8087
• Note this is a Global Knowledge course, with delivery from Optimal Connections, LLC
• Pricing is based per student, with a class size of 10 – 15 (exceptions require a special quote)
• To request more information on pricing or to order, contact us by calling 1-949-305-3544. Or, you mail email us at service@optimalconnections.com.

Relevant trademarks

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.