ITIL: The Service Desk and Incident Management

Overview/Description
 Organizations that provide IT services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction. The delivery and support of IT services are divided into core processes within ITIL. This course provides an overview of IT service management (ITSM), and it covers one service support function--the service desk--and one service support process--incident management. This course is intended to help learners prepare for the IT service management foundation certificate exam.

Target Audience
 For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the IT service management foundation certificate exam

Expected Duration
3.5

Lesson Objectives:

IT Service Management (ITSM) Overview

  • identify the reasons why it's important to learn IT service management best practices.
  • identify the most important reason why employees need to learn about the IT infrastructure library.
  • differentiate the function and processes involved in IT infrastructure library service delivery and service support.
  • match the organizations involved with the IT infrastructure library (ITIL) and the ITIL certification examinations with their descriptions.
  • identify the benefits provided by IT service management in an organization.
  • identify the common problems and costs associated with implementing IT service management.

    • The Service Desk

  • identify why implementing a service desk will be valuable to an IT manager.
  • match the types of service desk structures with their corresponding examples.
  • identify the technologies used by the service desk.
  • match the primary tasks of the service desk with corresponding examples.
  • identify actions to take when setting up a service desk environment.
  • identify service desk processes and procedures.
  • identify the factors to consider when determining staffing levels for the service desk.
  • match effective service desk personnel characteristics to examples.
  • differentiate among examples of metrics that indicate an effective service desk.
  • identify the specific service management processes that the service desk interacts with most closely.
  • identify common problems and costs associated with a service desk.

    • Incident Management

  • recognize the importance of incident management.
  • identify the primary objectives to be achieved by incident management.
  • identify examples of inputs and outputs.
  • sequence examples of the steps involved in incident management.
  • match incident management roles with descriptions of their corresponding responsibilities.
  • identify tools used in incident management.
  • identify the metrics used to indicate an effective incident management process.
  • identify how specific IT service management processes interact with incident management.
  • identify common problems and costs associated with incident management.


    • Course Number: CUST0181