1-800-THE-TREE (1-800-843-8733)
 

ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification

 
Course: 189     Type: Course Workshop     Duration: 5 Days

Quick Enroll    

You Will Learn How To
  • Prepare for and take the ITIL Service Desk, Incident and Problem Management Certification Exam
  • Plan key activities for the Service Desk and the Incident and Problem Management processes
  • Define the monitoring and reporting requirements of key performance indicators and achievements
  • Organize the relationships between the Service Desk, Incident and Problem Management processes
  • Propose continuous improvements for the Service Desk, Incident and Problem Management processes
  • Optimize the Service Desk, Incident and Problem Management processes

Course Benefits
Successful implementation of ITIL Service Desk, Incident and Problem Management best practices enables IT departments to reduce downtime and costs and ensure customer satisfaction. In this course, you learn how to plan, implement and optimize the Service Desk and Incident and Problem Management processes and gain the skills required to take the ITIL Service Desk, Incident and Problem Management Certification Exam.

Who Should Attend
Those who want to achieve ITIL Service Desk, Incident and Problem Management Certification. The ITIL Foundation Certificate is required to take the ITIL Service Desk, Incident and Problem Management Certification Exam, which is given on the final day of class.

Course Workshop
Through extensive interactive activities, you gain knowledge of the Service Desk, Incident and Problem Management processes. Workshops include:
  • Identifying key considerations for setting up a Service Desk
  • Applying the Incident Management Lifecycle for successful and timely resolution of Incidents
  • Establishing impact, urgency and priority criteria
  • Eliminating repeat errors in the infrastructure through effective Problem Management

Course 189 Content
Introduction and Overview
  • Managing, organizing and optimizing the Service Desk, Incident and Problem Management processes
  • Service Desk
  • Incident Management
  • Problem Management
Planning the Key Service Desk, Incident and Problem Management Activities
Service Desk
  • Determining the objectives and scope
  • Defining the roles and responsibilities
  • Mapping the Service Desk activities
Incident Management
  • Managing the Incident Lifecycle
  • Planning the monitoring and reporting of process effectiveness
Problem Management
  • Employing Proactive Problem Management
  • Planning for Problem Control and Error Control
Exchanging Information
  • Establishing information exchange between the Service Desk, Incident and Problem Management processes
  • Integrating with other Service Management processes
Monitoring and Reporting
  • Identifying key issues impacting effective operation
  • Establishing metrics and management information
  • Developing and monitoring critical success factors and key performance indicators
Maintaining the Procedures
  • Mapping Service Desk, Incident and Problem Management procedures to daily work activities
  • Defining criteria for impact, urgency and priority
  • Functional and hierarchical escalations
  • Resourcing for Incidents, Problems and Known Errors
Administering Problem Management
  • Utilizing Problem analysis methods
  • Identifying the root cause
  • Problem Control
  • Error Control
  • Prioritizing Problems based on the business impact
Establishing the Service Desk
Service Desk structures
  • Local
  • Central
  • Virtual
  • Evaluating global "follow the sun" support
  • Choosing the most effective Service Desk model
Service Desk functions
  • Designating responsibilities and staffing levels
  • Implementing Service Desk-specific technologies
  • Empowering the Service Desk to meet customer needs
Incident Management Relationships
Service Desk with Incident Management
  • Involving support groups
  • Ownership, monitoring and tracking of Incidents
  • Communicating Incident status with users
Managing the Incident process
  • Handling Incidents and Service Requests
  • Ensuring resolution, recovery and closure of Incidents
Incident Management with Problem Management
  • Matching Incidents to Problems and Known Errors
  • Workarounds and resolutions of Incidents
  • Identifying Major Incidents to Problem Management
  • Resolving Incidents, Problems and Known Errors through a Request for Change
Optimizing the Service Desk, Incident and Problem Management Processes
  • Analyzing process outputs
  • Proposing process improvements
  • Utilizing key performance indicators
  • Implementing reviews for process effectiveness
  • Establishing ongoing quality improvements
  • Applying quality standards

Important Course Information

Related Courses
The PMI R.E.P. logo is a registered mark of the Project Management Institute, Inc. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
  
 
Request More Info

Salutation

First Name

Last Name

Company

Zip Code

Country
   Codes
Work Phone

Extension

E-mail

A representative will contact you to follow up your request.
Privacy Statement

Save an EXTRA $200 on a 10-Day Training Pass!

ITIL v2: Service Desk, Incident and Problem Management Practitioner Certification
Upcoming Dates
Sep 29 - Oct 3, 2008
 New York
Nov 3 - 7, 2008
 Ottawa
Nov 3 - 7, 2008
 Washington, DC (Rockville, MD)
Dec 1 - 5, 2008
 Washington, DC (Reston, VA)
Dec 15 - 19, 2008
 Toronto
Jan 12 - 16, 2009
 Washington, DC (Alexandria, VA)
Feb 2 - 6, 2009
 New York
Feb 9 - 13, 2009
 Washington, DC (Rockville, MD)
Mar 2 - 6, 2009
 Ottawa
Mar 2 - 6, 2009
 Washington, DC (Reston, VA)

ITIL v2: Service Desk, Incident and Problem Management Practitioner Certification
Bring Learning Tree On-Site

Course Tuition
$ 2,950 Standard Tuition
Tuition with a Savings Plan
$ 1,580 10-Day Pass
$ 1,830 Flex-Pass
$ 2,095 Voucher 10-Pack
$ 2,655 Alumni Gold Discount
$ 2,620 Government Discount
 
 

ITIL v2: Service Desk, Incident and Problem Management Practitioner Certification
ITIL v2: Service Desk, Incident and Problem Management Practitioner Certification
Participants discussing the Incident lifecycle.
The most recent 100 evaluations scored this course at:

  (3.72/4.00)


ITIL: Best Practices for Managing Your IT Infrastructure


The Analytical and Management Skills Required for a Successful ITIL Migration


APM Group--ITIL CPE 29 Credits PMI 29 PDU 2 Hour(s) College Credit
Customer Service or Enroll: 1-800-843-8733