ITIL eLearning Service Desk/Incident Management

Overview:

This ONLINE course gives you the theoretical background of Service Desk/Incident Management, but more importantly, gives you the opportunity to put this theory into practice.

As a substitute for the ITIL Practitioner course in Service Desk/Incident Management, this program gives you a case study assessment exercise, as well as forums and free resources.

The program provides the background information relating to IT Service Management and the ITIL® Framework, before focusing on the specifics of the Service Desk/Incident Management process.
 

Target Audience:

The program is targeted at all staff that have an interest in learning about the Service Desk/Incident Management process. These two areas are the most visible sign of the IT department. It is understandable why so many customer and user facing staff will get value in sharing a common understanding regarding the way incidents, service requests and other issues are dealt with.

Subjects covered:

• Introduction to the Best Practice of Service Management

• Introduction to the ITIL Framework

• Goals and Objective

• Concepts

• Roles and Responsibilities

• Process, Activities and Relationships

• Costs, Challenges and Benefits

• Critical Success Factors and Key Performance Indicators

• Forums for discussion

• Selected free resources, templates

• Assessment for your completion to earn a Certificate of Competency

Duration:

12 to 14 hours

Pass the final assessment to earn the Certificate of Competency in Service Desk/Incident Management.

The course is made available to you via our electronic learning system, on the internet. Once we have processed your registration you will receive details on how to gain access.