Customer Service or Enrol: 0800 282 353 or +44 1372 364610
 

ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification

Course: 189   Type: Workshop   Duration: 5 Days
Quick Enrol  

You Will Learn How To

  • Prepare for and take the ITIL Service Desk, Incident and Problem Management Certification Exam
  • Plan key activities for the Service Desk and the Incident and Problem Management processes
  • Define the monitoring and reporting requirements of key performance indicators and achievements
  • Organise the relationships between the Service Desk, Incident and Problem Management processes
  • Propose continuous improvements for the Service Desk, Incident and Problem Management processes
  • Optimise the Service Desk, Incident and Problem Management processes

Course Benefits
Successful implementation of ITIL Service Desk, Incident and Problem Management best practices enables IT departments to reduce downtime and costs and ensure customer satisfaction. In this course, you learn how to plan, implement and optimise the Service Desk and Incident and Problem Management processes and gain the skills required to take the ITIL Service Desk, Incident and Problem Management Certification Exam.

Who Should Attend
Those who want to achieve ITIL Service Desk, Incident and Problem Management Certification. The ITIL Foundation Certificate is required to take the ITIL Service Desk, Incident and Problem Management Certification Exam, which is given on the final day of class.

Course Workshops
Through extensive interactive activities, you gain knowledge of the Service Desk, Incident and Problem Management processes. Workshops include:
  • Identifying key considerations for setting up a Service Desk
  • Applying the Incident Management life cycle for successful and timely resolution of Incidents
  • Establishing impact, urgency and priority criteria
  • Eliminating repeat errors in the infrastructure through effective Problem Management

Course Content
Introduction and Overview
  • Managing, organising and optimising the Service Desk, Incident and Problem Management processes
  • Service Desk
  • Incident Management
  • Problem Management
Planning the Key Service Desk, Incident and Problem Management Activities
Service Desk
  • Determining the objectives and scope
  • Defining the roles and responsibilities
  • Mapping the Service Desk activities
Incident Management
  • Managing the Incident Lifecycle
  • Planning the monitoring and reporting of process effectiveness
Problem Management
  • Employing Proactive Problem Management
  • Planning for Problem Control and Error Control
Exchanging Information
  • Establishing information exchange between the Service Desk, Incident and Problem Managment processes
  • Integrating with other Service Management processes
Monitoring and Reporting
  • Identifying key issues impacting effective operation
  • Establishing metrics and management information
  • Developing and monitoring critical success factors and key performance indicators
Maintaining the Procedures
  • Mapping Service Desk, Incident and Problem Management procedures to daily work activities
  • Defining criteria for impact, urgency and priority
  • Functional and hierarchical escalations
  • Resourcing for Incidents, Problems and Known Errors
Administering Problem Management
  • Utilising Problem analysis methods
  • Identifying the root cause
  • Problem Control
  • Error Control
  • Prioritising Problems based on the business impact
Establishing the Service Desk
Service Desk structures
  • Local
  • Central
  • Virtual
  • Evaluating global "follow the sun" support
  • Choosing the most effective Service Desk model
Service Desk functions
  • Designating responsibilities and staffing levels
  • Implementing Service Desk-specific technologies
  • Empowering the Service Desk to meet customer needs
Incident Management Relationships
Service Desk with Incident Management
  • Involving support groups
  • Ownership, monitoring and tracking of Incidents
  • Communicating Incident status with users
Managing the Incident process
  • Handling Incidents and Service Requests
  • Ensuring resolution, recovery and closure of Incidents
Incident Management with Problem Management
  • Matching Incidents to Problems and Known Errors
  • Workarounds and resolutions of Incidents
  • Identifying Major Incidents to Problem Management
  • Resolving Incidents, Problems and Known Errors through a Request for Change
Optimising the Service Desk, Incident and Problem Management Processes
  • Analysing process outputs
  • Proposing process improvements
  • Utilising key performance indicators
  • Implementing reviews for process effectiveness
  • Establishing ongoing quality improvements
  • Applying quality standards

Related Courses
The PMI R.E.P. logo is a registered mark of the Project Management Institute, Inc. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
  

request more info Salutation*:

First Name*:

Last Name*:

Job Title:

Company*:

Post Code*:

Country*:
   Codes
Office Telephone*:

Extension:

E-mail*:

* Required

A Learning Tree representative will contact you to follow up your request for information.

Save 55%
ITIL® v2: Service Desk, Incident & Problem Management
Course Schedule
27 - 31 Oct, 2008
London
15 - 19 Dec, 2008
London
16 - 20 Feb, 2009
London
20 - 24 Apr, 2009
London
22 - 26 Jun, 2009
London
24 - 28 Aug, 2009
London

Participants discussing the Incident lifecycle.
 
The most recent 100 evaluations scored this course at:

  (3.73/4.00)
 

£ 1,995 - Standard Tuition
Savings Plans
£ 1,225 - 10-Day Training Pass
£ 995 - Flex-Training Passport
£ 1,314 - 10-Training Vouchers
£ 1,404 - 5-Training Vouchers
£ 1,795 - Alumni Gold Tuition

 
Important Course Information
  • Approximately 5-8 hours of pre-course preparation
  • 1 hour of home study each evening
  • Each participant receives the ITIL Service Support book
  • The course fee includes the ITIL Service Desk, Incident and Problem Management Certification Exam
  • The ITIL Foundation Certificate is required to take the ITIL Service Desk, Incident and Problem Management Certification Exam, which is given on the final day of class.
 
Special Course Promotions
Note for Passport and FlexPass Holders
An additional fee of £150 is applied for the examination when you use your Passport or FlexPass for this course.
 
APM Group--ITIL
 
PMI 29 PDU
 
ITIL: Best Practices for Managing Your IT Infrastructure
 
The Analytical and Management Skills Required for a Successful ITIL Migration
 
Customer Service or Enrol: 0800 282 353 or +44 1372 364610