itSMF-Accredited ISO/IEC 20000 Training Organisation
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Service Desk and Incident Management Practitioner
At the end of this course the candidate will be able to demonstrate:
Ability to plan for the implementation of the Service Desk and Incident Management
Ability to develop and improve the Customer and Business focus of the Service Desk
Knowledge of the interdependencies between Incident Management and the other IT Service Management processes
Awareness of the support tools and techniques used within the Service Desk and Incident Management
Knowledge of the Incident lifecycle
Ability to prepare Incident Management reports for distribution throughout the organisation
Prevention of Incidents through the analysis of Incident statistics and reports determining trends, identifying areas of weakness and the proposal of resolutions
