Certificate: Specialist Certificate in Service Desk and Incident Management
Duration: 3 Days
Course Delivery: Classroom
Credits: 1.5 Credits to ITIL Expert
The Specialist Certificate in Service Desk and Incident Management provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving a service desk and the management of incidents.
Audience:
The qualification is aimed at 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. The qualification may also be of interest to Project Managers, Business Managers and Business Process Owners.
Course Logistics / Systems Requirements:
- Course Logistics / Systems Requirements:
- Classroom with U-shaped seating arrangement
- Whiteboard, projector, flipchart
- 16 students maximum
- Course runs 08:30 - 5:00 each day
Prerequisites:
Candidate must hold the Foundation Certificate in IT Service Management.
It is recommended that Candidates should also have:
- At least one year’s experience in an IT Service Management environment either as a practitioner, supervisor or manager.
- A number of years experience in a specialist service management discipline aiming to take on a supervisory / managerial role.
- Responsibility for the execution and maintenance of a specific service management process or processes.
- The ability to communicate effectively with managers, colleagues, users and customers at all levels.
Course Student Material:
Students receive a copy of the classroom presentation material
About the Examination:
- This is a 90 minute closed-book multiple-choice paper consisting of 25 questions.
- The questions will be based on a number of scenarios.
- The pass mark is 16 / 25 (64%).
