ITIL Practitioner Service Desk & Incident Management

This course builds on the general principles, covered as part of the ITIL Service Management Essentials course. It provides practical guidance on the design, implementation and integration of an ITIL-based Service Desk and Incident Management process.

The course is appropriate for anyone involved in the Incident Management process or the service Desk and offers a natural career development path for practitioner staff. Students should have at least one year of relevant IT experience and should have attained the ISEB/EXIN Foundation Certification in IT Service Management.

At Course Completion:
The course provides practical guidance on the design and implementation of an end-to-end Incident Management process and setting up and roles of the Service Desk.

ITIL Practitioner Service Desk & Incident Management Course Outline

ITIL® is a Trade Mark of the Office of Government Commerce.
This course is presented on behalf of New Horizons by The Greymatters Education Ltd who are an ISEB Accredited Training Provider.