To show how implementing IT Infrastructure Library (ITIL®) based "best practices" can help you to deliver a high quality level of support. To initiate action plans specific to the participant's organization. When eligible, to practice for the proposed ISEB Practitioner Certificate in Service Desk and Incident Management.

Course Content

Revision of IT infrastructure management and Service Management

• Background to the IT Infrastructure Library.
• The Service Management Processes.
• The Service Support cycle.

The Service Desk and Incident Management

• Goals of a Service Desk.
• Structuring a Service Desk.
• Service Desk Technologies.
• Definitions of Incident, Problem, Known Error and RFC.
• The Incident Management Process.

Techniques for Incident Analysis

• Funnel method/ Kepner Tregoe
• Major Incident Reviews.
• Trend Analysis Pareto/ Ishikawa/ CFIA.

Selecting Support Tools

• Choosing and evaluating support tools.
• Justifying and procuring support tools.
• Implementing support tools.

Reporting

• Identifying the requirements for Service Desk and Incident Management related reports in an organization.
• Types of reports The Key Performance Indicators (KPIs) of Service Desk and Incident Management.

Process planning and improvement

• Process planning lifecycle.
• Process improvement lifecycle

What skills will the delegate gain?

This course will enable delegates to:

• To identify areas for strategy, scope, role, procedures, methods, skills, technology, efficiency, and effectiveness or compliance improvements.
• To produce appropriate action plans.

Who will the course benefit?

Service Desk and other first level business/systems support staff.