| Service Desk and Incident Management |
ID: ssdim0 | Course Length:2 | Company Name:Choquette Technology Associates Inc.
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Module 0: Planning |
- Implementation of the Service Desk
- Implementation of Incident Management
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Module 1: Customer and Business Focus |
- Improving Focus
- Focus and the Service Desk
- Focus and Incident Management
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Module 2: Incidents and Their Resolution |
- Using the Incident Management Process
- Managing Incidents and Their Resolution By the Service Desk
- Other Areas of Interest
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Module 3: Service Desk Requirements |
- Defining Service Desk Requirements
- Understanding, Selecting, Developing and Implementing the Most Appropriate Service Desk Solutions
- Service Desk Technologies
- The Services Desk Environment
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Module 4: Definitions, Planning and Implementation |
- Assess
- Prioritise and Categorise Incidents
- Carry Out Incident Analysis
- Identify and Create Incident Records
- Diagnose the Cause of Incidents
- Identify Incident Resolutions
- Match Incidents with Other Incidents and Known Errors
- Review and Close Incidents
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Module 5: Incident Categories |
- Define and Agree Incident Categories and Priorities
- Coordination with Problem Management
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Module 6: Support Tools and Techniques |
- Available Tools for the Implementation of Incident Management
- Available Tools for Support of the Service Desk
- Identifying and Instigating Improvements
- Analyse Incident and Incident Reports and Statistics
- Propose Resolutions To Reduce the Number of Incidents
- Proactive Identification and Incident Prevention
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Module 7: Incident Management Reports |
- Preparing Incident Management Reports
- Distributing Incident Management Reports Throughout the Organisation
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Module 8: Resources |
- Coordinating Resources
- Scheduling
- Targeting and Focussing Resources
- Resolution of the Most Appropriate Incidents
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Module 9: Itil Interdependencies |
- Understand the Interdependencies Between Incident Management and Other IT and Service Management Processes
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