|
Course
|
||||||||
| Print this page | ||||||||
ITIL Service Desk, Incident and Problem Management
Successful implementation of ITIL Service Desk, Incident and Problem Management best practices enables IT departments to increase efficiency, reduce downtime and costs, improve quality and ensure customer satisfaction. In this course, you learn how to plan, implement and optimize the Service Desk function and the Incident Management and Problem Management processes. Through extensive workshops, you gain the knowledge and skills required to take the ITIL Service Desk, Incident and Problem Management Certification Exam. Admission Requirements--A university degree or college diploma in related field or several years of related experience--Basic knowledge of one Relational Database (such as Oracle, DB2, SQL Server, Sybase etc.) is helpful --A working knowledge of SQL and PL/SQL at the beginning level is assumed Additional personal interviews may be required. Learning Outcomes and Career OpportunitiesAt the end of the course, students will be able to--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 --Identify key considerations for setting up a Service Desk --Apply the Incident Management life cycle for successful and timely resolution of Incidents --Establish impact, urgency and priority criteria --Eliminate repeat errors in the infrastructure through effective Problem Management
Schedule
|
900.00