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Exam and Entry Requirements Delegates will receive the EXIN syllabus indicating pre requisite knowledge, skill and practical experience required to undertake this Practitioner course. Pre Requisites Foundation Certificate in IT Service Management Practical experience in the field of Service Desk and Incident Management Course Benefits Understand how to plan for the Service Desk Clearly define the different types of Service Desk How to communicate with customers Plan for the implementation of the Service Desk Learn how to manage and define Incident Control Learn how to determine the Impact and Priority of Incidents How to produce effective Service Desk metrics and management information Determine the consequences of Service Level Agreements on the Service Desk activities Course contents Day 1 - Planning the Service Desk Types of Service Desk Planning and control and tools required Service Desk infrastructure and technologies Incident Management Defining an incident Incident control and classification Impact coding and known error databases Investigation and diagnosis Service Desk Tools Establish requirements and criteria for the Service Desk/Incident Management. Importance of the process prior to selection. Associated technology at the Service Desk Day 2 - Incident Manager Roles and responsibilities and use of second line support staff Awareness of Service Level agreements The Incident Management Process How to integrate Incident and Problem and Change Management Types of incidents to determine problem management Maintain and update diagnostic scripts Report on the progress and Incidents Define procedures and work instructions from a process description Indicate where procedures can be optimised Day 3 - Service Desk Reporting and Reviewing Producing metrics and management information Incidents relating to Changes Performance of suppliers Quality of the service and service desk and support groups in the process KPIs of Incident Management Course Review and Exam Preparation The three day course consists of exercises, syndicate work and assignments that will assist in developing an action plan for the future. Course structure The course is case study based, combining short lectures with individual and group assignments. The course provides a very good introduction to IT Service Management and many organisations have chosen to send some or all of their IT staff on these courses in preparation for an implementation programme. In Course Assessments/Assignments Part of the examination is made up of an assessment whereby the course provider tests two assignments during the course. In order to obtain the Practitioner Certificate in IT Service Management the result of this assessment must be satisfactory. Course Documentation Delegates will receive a bound copy of the PowerPoint slides used during the course, a copy of the itSMF IT Service Management pocket-guide and access during the course to the OGC publications. Delegates will also receive assignments, mock exams, exercises and case studies. OGC Publications This course utilises OGC Publications Service Support and Service Delivery.

Guide price

£850 per delegate + VAT