| Course Title: | ITIL® Service Desk & Incident Practitioner | Code: | SDIM |
| Duration: | 3 Days | Course Price: | £995 |
| Professional Qualification: | ITIL® Service Desk & Incident Practitioner Certificate | ||
| Exam Duration/Format: | 1 x 1hour ‘closed book’ written paper 1 x 1 hour ‘closed book’ multiple choice |
Exam Price: | £124.00 (included) |
| Who Should Attend: | 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 |
| Prerequisites: | A Foundation Certificate in IT Service Management plus at least 1 year’s experience of a Service Desk or Incident Management environment |
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The event objectives include: - Ability to plan for the implementation of the Service Desk and Incident Management - 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 |
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Choose either another ITIL® Practitioner Certificate or ITIL® V3 Managers Bridge |
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