Further Details
Duration:
3 Days
Overview:
This course is aimed at those who are responsible within their organisation for designing specific processes within the IT Service Management discipline, and performing the activities that belong to those processes. While the Manager’s Certificate focuses on managing ITIL-based solutions across the breadth of Service management subjects, the Practitioner’s Certificates focus on the depth of understanding and application of those subjects, treating each subject as a specialism.
Learning objectives
By the end of the course delegates will be able to demonstrate:
The ability to plan for the implementation of ITIL Service Desk and incident Management.
Their 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.
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.
For more information visit www.itil.uk.com
Guide price
£810 inc. courseware & exam |
