1-800-THE-TREE (1-800-843-8733)
 

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

 
Course: 189     Type: Workshop Course     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 certification. Knowledge at the level of Course 187, "ITIL v2: Achieving Foundation Certification," or Course 197, "ITIL v3: Achieving Foundation Certification," is assumed. The ITIL Foundation Certificate (v2 or v3) is required to take the ITIL Certification exam on the final day of class.

Workshop Course
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

Important Course Information
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
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. The Swirl logoTM 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 Up to 45% per course with this limited offer!

ITIL v2: Service Desk, Incident and Problem Management Practitioner Certification
Classroom Dates
Aug 3-7: New York enroll
Nov 30-Dec 4: Washington, DC
     (Reston, VA) enroll
Dec 7-11: Toronto enroll
Jan 11-15: Washington, DC
     (Rockville, MD) enroll
Jan 18-22: Ottawa enroll
Feb 1-5: New York enroll
See the complete schedule of classroom sessions scheduled in our training locations.
 
On-Site Training
Bring this or any Learning Tree course to your location.
 
Questions about ITIL?
 
Course Tuition
$ 3,090 Standard Tuition
Tuition with a Savings Plan
$ 1,700 Premium-Pass
$ 2,200 Voucher 10-Pack
$ 2,785 Alumni Gold Discount
$ 2,744 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:

  (3.69/4.00)


ITIL®: Best Practices For Managing Your IT Infrastructure


The Analytical and Management Skills Required for a Successful ITIL® Migration - Position Paper


Special Course Promotions:

Save $300 on Course 192: ITIL® v3 Foundation Bridge Certificate (reg price $1,800) if you have previously attended course 187, 188 or 189. No time restriction on previous course attendance.


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