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ITIL V3: Specialist Certificate Service Desk And Incident Management
Please note, this course is currently in development. It is currently expected for release in October 2010.
This course provides candidates with an understanding of industry best practice in relation to the operation of the Service
Product Description
Please note, this course is currently in development. It is currently expected for release in October 2010.
This course provides candidates with an understanding of industry best practice in relation to the operation of the Service Desk function & the Incident Management process. In addition to the principles underpinning these service management disciplines the course provides practical experience of planning, implementing, operating, monitoring, reporting, & improving a Service Desk & the management of incidents.
The Service Desk & Incident Management Specialist Certificate qualification reflects the general industry best practices currently in use in IT Service Management (ITSM) & particularly Service Desk & Incident Management (SDIM). The subject matter within this qualification is based on best practice, frameworks & standards including ITIL, COBIT & ISO/IEC 20000. This qualification forms part of the 'ITSM Specialist' series.
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