Service Desk and Incident Management Practitioner

As a result of attending this 3 day ISEB Accredited Practitioner course in Service Desk and Incident Management delegates will be able to demonstrate their competence in, and their ability to:

• Plan for the implementation of the Service Desk and Incident Management
• Develop and improve the customer and business focus of the service desk and the Incident Management process
• Use the Incident Management process to manage incidents and their resolution by the Service Desk and all other areas
• Define Service Desk requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment.
• Define, implement and manage the following activities: assess, prioritize and categorize incidents carry out incident analysis, identify and create incident records, diagnose the cause of incidents, identify incident resolutions, match incidents with other incidents and known errors, review and close incidents
• Define and agree incident categories and priorities in conjunction with Problem Management
• Be aware of the support tools and techniques available for the implementation of Incident Management and the support of the Service Desk identifying and instigating improvements
• Analyze incident and incident reports and statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents, wherever possible
• Prepare Incident Management reports for distribution throughout the organization.
• Co-ordinate, schedule, target and focus resources on resolution of the most appropriate incidents
• Understand the interdependencies between Incident Management and other IT and Service Management processes.