This course has been replaced by UA575S ITIL Practitioner - Support and restore (IPSR) as of May 8, 2006. The new course is a 5 day course and includes the new IPSR exam from EXIN.
Course overview
This course teaches you how to organize an effective Service Desk aimed at managing customer relations and dealing with incidents. The course goes into the Incident Management Process and will give you the differences between the Service Desk as an organizational unit and the Incident Management Process. The 3-day course is 30 percent lecture and 70 percent hands-on.
A certification exam is included at the completion of the course.
Prerequisites
Candidates wishing to take the Practitioner Service Desk and Incident Management examination must hold the ISEB/EXIN ITIL Foundation Certificate for IT Service Management
It is also advisable that the candidate has a minimum of one year’s general IT experience and has practical experience in the field of Service Desk/Incident Management
Audience
IT staff responsible for executing tasks within an Incident Management role who require a formal qualification
IT staff who require training in order to perform in an Incident and Service Desk role
IT Service Desk staff who require a formal qualification
Incident managers, Service Desk managers or other ITIL (IT Infrastructure Library) process managers who want in-depth practical knowledge about the ITIL topics: Incident Management and Service Desk
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Properly manage customer relations and incidents to ensure you have an effective Service Desk and that your business runs smoothly
Identify links to other ITIL processes to ensure that your organization has an effective Incident Management function and the best possible service is provided to the business
Recognize malfunctions and master the techniques needed to restore IT services
Next Steps
ITIL Manager in IT Service Management courses: IT Service Support (U8687S) + Service Delivery (U8688S)
ITIL Service Manager two day Exam preparation (U2800aae)
ITIL Practitioner Courses
Course outline
Introduction
Training objectives
Brief Refresher in ITSM
Service Desk
Introduction to the service desk
Benefits of a service desk
Service desk objectives
Types of Service Desks
Implementing a service desk
Critical Success Factors
Key Performance Indicators
Tools and techniques
Understanding Service Desk costs
Possible charging methods
Service Desk Features
Coding
Internal escalation factors
Reporting
Software tool selection
Benefits of automation
Tool requirements
Incident Management
Incident control
Identification
Service requests
Diagnosis
Resolution
Closure of incidents
Reporting
Relation with other processes
Ensuring effective service management process
Course Program
Theory
Exercises and presentations
Exam preparation
Examination
The following areas are required knowledge for the exam:
Incident Management
Support tools and equipment
Communication
Reporting
The exam is offered by two examination boards, EXIN and ISEB: Sessions in United State and Canada currently utilize the ISEB based exam.
ISEB
The exam offered by ISEB is a one hour closed-book multiple-choice paper consisting of 25 questions. The questions are case study based. The same case study is also used for the in-class practical assignment. The practical assessment is a 75 minute paper-based assignment based on a case study.
Each assessment (practical and written) counts as 50% of the overall assessment for the Certificate. Candidates achieving a combined total of 65% or greater in the combined Assignment and Examination will be awarded a pass, provided they achieve a minimum of 50% in each of the Assignment and the Examination.
EXIN
The exam offered by EXIN is a two hour multiple-choice paper based on a case study (provided during the exam). It is consists of 40 questions and candidates need to achieve 60% or more (24 or more) to pass. It is a closed book exam.
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