ITIL Specialist - Service Desk & Incident Mgt

Those working or preparing to work in a Service Desk function and/or within an Incident Management process whether at a technical, operational, supervisory or managerial level.

In particular:

• Individuals who require knowledge of best practice used in SDIM and how it may be used to enhance the quality of ITSM

• IT professionals working within an organisation which has adopted these practices and are required to deliver or improve SDIM within an ongoing Service Improvement Programme (SIP)

This course may also be of interest to Project Managers, Business Managers and Business Process Owners.

The purpose of the Specialist qualification in SDIM is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment.

Holders of the ISEB Specialist Certificate in SDIM will be able to demonstrate their competence in, and their ability to:

• Explain the goal and objectives of the Service Desk
• Explain the goal and objectives of Incident Management
• Understand and explain processes, roles and functions, especially those related to SDIM
• Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to SDIM
• Develop and improve the customer and business focus of SDIM
• Use and apply the Incident Management process to manage the resolution of incidents by the Service Desk and all other areas of IT
• Define Service Desk requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment
• Implement and manage incidents through all stages of the incident lifecycle
• Develop and agree incident categories and priorities in collaboration with the relevant stakeholders
• Co-ordinate, schedule, target and focus resources on the resolution of incidents, based on priorities
• Be aware of the support tools and techniques available for the implementation and support of Incident Management and the Service Desk, where possible identifying and instigating improvements
• Practical analysis of incident records, reports and statistics and propose resolutions to reduce the number of incidents by proactively preventing potential incidents, in conjunction with Problem Management
• Produce SDIM reports for dissemination and interpret and use their contents
• Understand the interdependencies between SDIM and other IT areas and processes
• Assist with the planning and implementation of SDIM