DURATION
3 days
The course builds on the general principles, covered as part of the ITIL Service Management Essentials course. It provides practical guidance on the design, implementation and integration of an ITIL-based Service Desk and Incident Management process, within the context of an organization’s overall business-focused Services Framework.
Objectives
To provide practical guidance on the design and implementation of an overall Incident Management process and setting up and role of the Service Desk.
Who should attend?
The course is suitable for anyone involved in the Incident Management process or the Service Desk and offers a natural career development path for practitioner staff.
Delegates should have at least one year of relevant IT experience and should have attained the ISEB/EXIN Foundation Certificate in IT Service Management.
Topics covered include:
How Incident Management interfaces with other Service Management processes
The scope, basic concepts and terminology of Incident Management
First line Incident Management, interface between IT and users, and the full incident control lifecycle including escalation
Incident recording, diagnostic aids, incident reporting
Setting up and scoping a Service Desk, including people, environment and tool requirements
Types of Service Desk systems
Tips for selecting the appropriate Service Desk Software
The role of the Service Desk in supporting Service Management processes such as Service Level Management and Change Management
Benefits and possible problems of implementing Incident Management and Service Desk
Using a Configuration Management Database (CMDB) to manage the incident, problem and change lifecycle
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.