BCS Specialist Certificate In Service Desk & Incident Management Training Course

Service Desk Management & Incident Management are key ITIL® areas

Introduction

The BCS Specialist Certificate in Service Desk and Incident Management course focuses on maximizing user satisfaction with IT services through the effective and efficient support of operational services.

This three-day course will take you through an explanation of the importance of the Service Desk and the processes that it is involved in, chiefly the Incident Management process. You’ll find out what kind of staff (and how many) you need to ensure that the Service Desk is a success in the eyes of the users of the operational services. You’ll also discuss the importance of suitable tools, such as an Incident logging system, the Configuration Management System and a suitable telephone system amongst others.

You’ll also gain an understanding of the importance and use of associated processes such as Service Level Management, Problem Management and Request Fulfilment. In addition you’ll learn how other frameworks such as SFIA and COBIT can help you. The course ends with a one and a half hour, scenario based, twenty-five question multiple-choice examination. The pass mark is 16/25 (65%). You will be appropriately prepared for this by our tutors throughout the course. Included in this preparation will be the opportunity to answer at least one practice exam paper, which will raise your confidence levels.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1950Excl. VAT

Course Outline

Holders of the BCS Specialist Certificate in Service Desk & Incident Management will be able to demonstrate their competence in, and their ability to:

  • Explain the goal and objectives of the Service Desk
  • Explain the goal and objectives of Incident Management
  • Understand and explain processes, roles and functions, especially those related to SDIM
  • Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to SDIM
  • Develop and improve the customer and business focus of SDIM
  • Use and apply the Incident Management process to manage the resolution of incidents by the Service Desk and all other areas of IT
  • Define Service Desk requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment
  • Implement and manage incidents through all stages of the incident lifecycle
  • Develop and agree incident categories and priorities in collaboration with the relevant stakeholders
  • Co-ordinate, schedule, target and focus resources on the resolution of incidents, based on priorities
  • Be aware of the support tools and techniques available for the implementation and support of Incident Management and the Service Desk, where possible identifying and instigating improvements
  • Practical analysis of incident records, reports and statistics and propose resolutions to reduce the number of incidents by proactively Preventing potential incidents, in conjunction with Problem Management
  • Produce SDIM reports for dissemination and interpret and use their contents
  • Understand the interdependencies between SDIM and other IT areas and processes
  • Assist with the planning and implementation of SDIM

Description

The BCS Specialist Certificate in Service Desk & Incident Management certificate will provide you with a good understanding of the principles of, and practical experience of, developing, maintaining, operating and improving the incident management process and how the Service Desk uses this process.

BCS specialist certifications in IT service management draw on the broad range of good practice in service management and are not limited to ITIL®. They embrace COBIT, ISO/IEC 20000, SFIA / SFIAplus and ITIL® - enabling job specific skill development.

About the Course

All of our tutors are experienced Service Management experts, and they will explain in detail the relevant aspects of the Service Desk and Incident Management.

The course will involve presentations from the tutor plus interaction with the tutor and other course attendees about practical “real life” issues.

Who Should Attend

This course is primarily aimed at Service Desk Managers and Supervisors, but may be applicable to the aspiring Service Desk Analyst looking to acquire the skills to move to the next level.

Materials Provided

  • A full copy of all course slides, with room to make your own notes
  • A full copy of the ITIL® Glossary and Acronym List
  • Course hand outs to aid further understanding, where applicable

Organisational Benefits

Through understanding Service Desk and Incident Management, the IT teams can ensure that user satisfaction is maintained over the long term. From the users’ point of view, Service Desk and Incident Management ensure that their concerns are successfully dealt with via an effective Single Point Of Contact. From the IT team’s point of view, it means that they have the ability to both proactively and reactively deal with their users’ issues.

Individual Benefits

Attending this course will give you better understanding of how to work on, manage or worth with an effective Service Desk. Clear understanding of the Incident Process will increase your effectiveness within the IT team, leading to greater job satisfaction. Other benefits such as earlier promotion or the potential to increase your salary may also come your way!

Prerequisites

Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.

Prereading

Not applicable

Exam Overview

Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

The course ends with a one and a half hour, scenario based, twenty-five question multiple-choice examination. The pass mark is 16/25 (65%).

The examination is taken on the afternoon of the 3rd day.

Exam Type

Classroom Exam

Professional Development Units - PDUs

At present there are no Continuing Professional Development – CPD points or Professional Development Units – PDUs attached to this course.

Qualifications

BCS Service Desk & Incident Management Specialist Certificate

Next Steps

Contact one of our helpful account managers who will be able to assist you in deciding your next steps – whether this is sitting a Foundation course, or something further down the line, such as a Lifecycle, Capability or Specialist course perhaps.

Conclusion

This BCS Specialist Certificate in Service Desk and Incident Management course will provide you with the details and key steps that are needed if you are involved in communicating with users and with the delivery effective and efficient services.

By achieving a pass mark in this exam, you will be awarded a world recognised BCS qualification.

Candidates who have already taken and passed this examination before the end of March 2015, will be able to use the relevant 1.5 credits from the complementary qualifications as part of their pathway to the ITIL® Expert certification, with a total of 22 points being required in order to be become an ITIL® Expert.t.

BCS Specialist Certificate In Service Desk & Incident Management Course Dates

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