Service Desk and Incident Management (SDI)
| Overview | An organisation's front line staff are responsible for managing customer expectations, providing advice and dealing with problems and queries. The restoration of a service is their priority. This is a complex task that can only be managed by using best practice processes and skills. As this course is based on IT Infrastructure Library (ITIL) best practices and procedures it shows delegates how to manage that complexity and transform the Service Desk. |
| Duration: | 3 days |
| Audience | Service Desk and other first level business / systems support staff. |
| Candidate Pre-requisites: | Ideally at least two years' relevant experience and the Help Desk Institute (HDI) Analyst Certification examination. Examination candidates must already hold the ISEB Foundation Certificate in IT Service Management. |
| Relevant Certifications | The course will prepare candidates for the ISEB Practitioner Certificate in Service Desk and Incident Management examination. The examination is held on the last day of the course and consists of a closed-book, one hour, case study based, 25 question multiple choice paper. The remaining 50% is derived from a 75 minute in-course assignment also based on the case study. The pass mark in 65%. |
| Course Content | Revision of IT infrastructure management and Service Management - Background to the IT Infrastructure Library. The Service Management Processes. The Service Support cycle. The Service Desk and Incident Management - Goals of a Service Desk. Structuring a Service Desk. Service Desk Technologies. Definitions of Incident, Problem, Known Error and RFC. The Incident Management Process. Techniques for Incident Analysis - Funnel method. Kepner Tregoe. Major Incident Reviews. Trend Analysis. Pareto. Ishikawa. CFIA. Selecting Support Tools - Choosing and evaluating support tools. Justifying and procuring support tools. Implementing support tools. Reporting - Identifying the requirements for Service Desk and Incident Management related reports in an organization. Types of reports. The Key Performance Indicators (KPIs) of Service Desk and Incident Management. Process planning and improvement - Process planning lifecycle. Process improvement lifecycle. |
Please contact us by telephone on +44 (0) 1344 488123 or email
on info@piit.co.uk for
booking or further information.
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