ITIL Practitioner service desk/incident management

Special note

Students will need to have access to, and be familiar with, the Incident Management chapter of the ISBN #0-11-330015-8 ITIL Service Support book or CD. HP Education strongly recommends that students bring a copy of their book or CD with them to class. These materials are available from a number of sources, including:
http://www.softwaremanagement.com/Publications/infrastructure.html
http://www.amazon.com
http://www.ITSMf.ca
http://www.ITSMf.com
http://www.balogh.com

Prerequisites

• Pre-requisite is ITIL Foundations (H1846S) and ITIL Foundations certification
• Passing performance on the exam for Foundation Certificate in IT service management
• Experience working in a support department or on a help desk
• Experience in an IT department with computer systems and networks or with business process re-engineering

Audience

• IT professionals responsible for managing and executing the tasks of the help desk
• Managers and executives responsible for the delivery of an organization's IT services

Ways to save

Course Objectives

At the conclusion of this course, you will have gained the knowledge to be able to:

• Understand operational management processes within the context of incident management and a service desk
• Analyze the operation of an existing service desk
• Implement incident management activities independently
• Implement support tools and equipment to improve the service desk services and the incident management process
• Communicate with the customers and the IT organization at the appropriate level
• Produce reports for the management and for the incident management, problem management and service level management processes

Benefits to you

• Properly manage customer relations and incidents to ensure you have an effective help desk and that your business runs smoothly.
• Identify links to other ITIL processes to ensure that your organization has an effective change management function and the best possible service is given back to the business.
• Recognize malfunctions and master the techniques needed to quickly and efficiently restore IT services.

Next Steps

• Exam preparation (H8990S or U2800AAE)
• Other ITIL Practitioner courses (H6887X through H6888X and UC397S or UA575S through UA578S)

Course outline

Introduction

• Training objectives
• ITIL introduction
• ITSM reference framework
• IT service support
• Service desk objectives
• Incident management objectives

Service Desk

• Scope of a service desk
• Types of desks
• Calls versus incidents
• Organizational units versus processes
• How to clarify the overlap between organization and process
• Tools and techniques

Incident Management

• Incident control
• Identification
• Service requests
• Diagnosis
• Resolution
• Closure of incidents
• Reporting

Implementation

• Relation with other processes
• Best practices and business benefits
• Common roadblocks

ITIL Links

• Recognizing links with other ITIL disciplines
• Ensuring effective service management process

Course Program

• Ongoing recaps
• Exercises and presentations