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QA-BCSSSDIM

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BCS Specialist Certificate in Service Desk and Incident Management

This course provides delegates with an understanding of industry best practice in relation to the operation of the Service Desk function and the Incident Management process in a IT services organisation.

In addition to the principles underpinning these service management disciplines the course provides practical experience of planning, implementing, operating, monitoring, reporting, and improving a Service Desk and the management of incidents.
The Service Desk and Incident Management Specialist Certificate qualification reflects the general industry best practices currently in use in IT Service Management (ITSM) and particularly Service Desk and Incident Management (SDIM). The subject matter within this qualification is based on best practice, frameworks and standards including ITIL, COBIT and ISO/IEC 20000. This qualification forms part of the 'BCS ITSM Specialist' series.

Target Audience:

  • Individuals who require a working knowledge of the industry best practice used in SDIM and how it may be used to enhance the quality of ITSM within an organisation.
  • IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve SDIM within an ongoing Service Improvement Programme (SIP).
  • Individuals who wish to sit the BCS Specialist Certificate Service Desk and Incident Management Exam (sat on the last day of the course)

This course is aimed at those working or preparing to work in a Service Desk function and/or within an Incident Management process whether at a technical, operational, supervisory or managerial level. This course may also be of interest to Project Managers, Business Managers and Business Process Owners.

The purpose of the Specialist qualification in SDIM is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment.

Please note that as of the 31st March 2015 the ITIL Complementary Qualifications scheme which these BCS Specialist courses link to, is to be withdrawn. Candidates who take this course and exam PRIOR to this date will still receive an additional 1 ½ credits towards their existing ITIL credits. Any BCS Specialist exams taken after this date, will no longer count towards their ITIL qualification credit status.

Prior knowledge

  • BCS Specialist Certificate in Service Desk and Incident Management

  • Candidates must hold the ITIL Foundation Certificate (any version). It is recommended that candidates have a minimum of two years' experience in IT Service Management.

Success on the course will be enhanced by candidates spending at lead 10 hours on reviewing their ITIL Foundation material prior to attending one of the BCS Specialist courses

  • If you are taking a BCS exam you must bring photographic identification with you (passport, driving license or student card), as it is a BCS requirement to produce it for the invigilator prior to the exam. Failure to produce a valid form of photographic identification will result in a candidate not being able to sit the exam. For any questions about what form of identification is acceptable please contact your Account Manager or the QA Examination Administration team on 44 (0)1793 696273.

  • BCS allow additional time for candidates who have a disability or whose native language differs to that of the examination paper. Full details are provided in the BCS Reasonable Adjustments Policy which is available to view on the BCS website. If you believe you qualify for this then please notify the Exam Administration team on the details below as early as possible. At least two weeks' notice will be required for processing this request. Delegates failing to advise QA and provide evidence when requested, may not be allowed the additional support offered via the BCS policy. QA Exam Administration can be contacted by email exam.admin@qa.com or by phone 44(0) 1793 696162.

Objectives:

Course Outline:

Holders of the BCS Specialist Certificate in SDIM 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 ... Läs mer

Objectives:

Course Outline:

Holders of the BCS Specialist Certificate in SDIM 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

Examination

The examination is a 1½ hours 'closed book', multiple-choice paper. There are 25 questions which are scenario based.
Normally, the examination will be held on-site at the conclusion of the course. However, BCS will normally also arrange four central examinations per year in March, June, September and December; please contact the BCS for further details.

Certification

This qualification forms part of the BCS ITSM Specialist series.

ITIL® is a registered trade mark of AXELOS.

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Kurs-ID: QA-BCSSSDIM
Längd: 3 dagar
Pris exkl moms: 17 364 kr

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