v2 Service Desk and Incident Management
Duration: 3 days
Prices From: £840 per delegate (excluding VAT)
Course Outline
Course objectives:
By the end of the course delegate will be able to demonstrate:
- The ability to plan for the implementation of the 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.
- Prevention of Incidents through the analysis of Incident statistics and reports determining trends, identifying areas of weakness and the proposal of resolutions
Who will Benefit:
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.
Examination:
Inclusive of fee. The course completes with a one and a quarter hour written assignment (essay style) and a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on a Case Study and a set of discipline specific appendices to the Case Study.
The Case Study will be the same across all disciplines and is also the same as the one used by candidates in completion of their in-course assignment. Delegates must achieve a minimum of 50% in each exam, and a combined overall total of 65%.
Prerequisites:
Delegates must hold the Service Management Foundation certificate and should ideally have at least one years experience working within the Service Desk or Incident Management.
Public Course Schedule
For further information on upcoming courses, or if you have any questions about this course, please contact us.
Private On-Site Training
This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.
Why train with FGI?
- Providing the full range of ITIL® & PRINCE2® examination courses.
- ISEB & APMG Accredited Training Organisation.
- Over 30 Accredited ITIL® and PRINCE2® Training Consultants.
- Pass rates vastly exceed the national average.
- Pass Guarantee Scheme.
- Expert trainer interaction and post course support.
- International and UK locations.
- One Clear Price.
- Skills Protection Promise.
- Wide ranging client portfolio covering the private and public sectors.
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Why train with FGI?
- High quality colour courseware
- Pass rates which exceed the national average
- Pass guarantee scheme
- Post course tutor support
- Expert trainer interaction
- ISEB & APMG Accredited
- One clear price inclusive of courseware and examinations
Delegate Comments
User Support Officer, National Autistic Society
