ITIL V2 Practitioner Certificate in Service Desk & Incident Management

Mondale IT Solutions Ltd.
London, Birmingham, Manchester, Leeds, Glasgow, Edinburgh, Reading, Bristol, Exeter, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This qualification covers the Service Management disciplines associated with regard to the Service Desk and Incident Management as described in the IT Infrastructure Library (ITIL) Service Support book.
The qualification also covers ITIL Service Management
principles in general, and the interdependencies between these and the Service Desk function and the Incident Management process.

Course Content

I. Planning

The planning, implementation and improvement of the Incident Management process.

On completion of the course the candidate should be able to:

ï¿?understand the activities involved in the planning of the Service Desk and the Incident Management process
ï¿?understand the potential costs, benefits and problems associated with the implementation of the Service Desk and Incident Management
ï¿?know the objectives and scope of the service Desk and Incident Management
ï¿?review the functionality of the Service Desk and the operation of the Incident Management process identifying areas of weakness and instigating resolutions and proactive improvements

II. Incident Management

The support of the Service Desk operation and the Incident Management process.

On completion of the course the candidate should be able to:

ï¿?Manage, control and report on the progress of the resolution of incidents through all stages of their lifecycle
ï¿?identify and define incidents, incident categories and incident lifecycles
ï¿?classify incidents, determining priority, impact and category
ï¿?manage all incidents and apply Incident Management techniques
ï¿?determine the resources needed for management, analysis and diagnosis of incidents
ï¿?liaise with internal support groups and external suppliers ensuring that incidents are resolved as quickly as possible
ï¿?resolve any incident ownership disputes in conjunction with Problem Managment
ï¿?Develop and instigate processes for matching incidents to other incidents and known
errors within the Service Desk using the Incident Management process
ï¿?indicate where diagnostic scripts or procedures need to be adjusted
ï¿?document incident analyses, temporary solutions and resolution procedures in such a way to facilitate the rapid resolution of all incidents by all areas involved in the incident resolution process
ï¿?Manage and resolve Major Incidents in conjunction with Problem Management
ï¿?define procedures and work instructions for the Incident Management process

III. Support Tools & Techniques

The awareness, knowledge and use of Incident Management support tools and techniques and the instigation of process improvements.

On completion of the course the candidate should be able to:

ï¿?set up and assess criteria for choosing appropriate support tools
ï¿?select the appropriate support tools and techniques
ï¿?justify, procure and implement such tools

IV. Prevention

The analysis of incident and incident statistics and reports determining trends, identifying areas of weakness and proposing resolutions for the proactive prevention of possible incidents.

On completion of the course the candidate should be able to:

ï¿?analyse details of recorded incidents and incidents
ï¿?identify trends on the basis of analysis
ï¿?make use of statistical techniques and relationships within the CMDB
ï¿?identify weaknesses or common incidents
ï¿?instigate requests for change (RFCs) to resolve these weaknesses and common incidents and reduce the number and the impact of incidents and incidents

V. Reporting

The preparation of Incident Management reports for distribution throughout the organisation as appropriate.

On completion of the course the candidate should be able to:

ï¿?identify the Service Desk and Incident Management related reports required throughout the organisation
ï¿?produce regular and ad-hoc Service Desk and Incident Management reports and circulate these as required
ï¿?define and report on the metrics and Key Performance Indicators (KPIs) of the Service Desk and Incident Management
ï¿?analyse reports and take the appropriate action

VI. Interfaces and Dependencies

The appreciation and understanding of the interfaces and dependencies Incident Management has with the other Service Management processes.
...''

Elements of this syllabus are subject to change.

Phone:01635 281 888

School Address:

Mondale IT Solutions Ltd
Poplar House
Compton Road
East Ilsley
Newbury
Berkshire
United Kingdom
RG20 7LH

Jobs & Resumes: London, Birmingham, Manchester, Leeds, Glasgow, Edinburgh, Reading, Bristol, Exeter
Houses & Roommates: London, Birmingham, Manchester, Leeds, Glasgow, Edinburgh, Reading, Bristol, Exeter
Travel Agencies: London, Birmingham, Manchester, Leeds, Edinburgh, Bristol,

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