Course Summary
This 2 day course focuses on managing the support and resolution of IT issues.
The course takes a step-by-step look at the support processes of incident, problem and resolution, as well as exploring how these processes can be integrated with all others and how to continually improve each of the processes themselves.
Questions? Just ask.
Speak to a specialist before you book.
Call us on +44 (0) 1753 859 344 or email us at hello@thynk.co.uk.
Key Info
Who the course is for and what you’ll get out of it.
Who Should Attend
This course is designed for IT professionals who are involved in IT support. This includes, but is not limited to:
- Service desk staff
- Service desk manager/team leader
- Technical support
- IT operations
- System architects
- Technical team managers
What You Will Learn
- How to manage incidents from open to close and review
- How to analyse incident trends
- How to formulate actions to minimise the impact of incidents
- How to communicate with customers
- How to prioritise incidents and problems
- How to integrate incident and problem management with other ISO/IEC 20000 processes
- How to maintain knowledge repositories used by resolution staff member
- How to measure the effectiveness of the resolution processes
- How to improve the resolution processes
Prerequisites
You need to hold the ISO/IEC 20000 Foundation certificate to attend the course and sit the exam.
Certification
Successful candidates obtain the Professional Certificate Support of IT Services according to ISO/IEC 20000 certificate.
The 90 minute exam is scenario-based multiple choice with a pass mark of 26 correct answers from 40 (65%).
How to book
Run this course in-house, or attend one of our public courses throughout the UK.
In-house Training
This course is available at any location across UK and Europe.
In-house, corporate bookings carry significant discounts and are customisable to your requirements.
Call us on +44 (0) 1753 859 344 to talk to a training specialist or email us at hello@thynk.co.uk.
You can tell us more about your business by completing our enquiry form and we’ll send you full quotation the same day.
Public Courses
To obtain our latest public schedule for this course, call us on +44 (0) 1753 859 344 or enter your email address below and we’ll contact you today.
Course Contents
2 days, a little homework and the 90 minute exam.
Day One
Introduction
Review the ISO/IEC 20000 qualification program and course structure
Review of ISO/IEC 20000 concepts
Review the core concepts of ISO/IEC 20000 and the associated ITSM processes
Plan processes
Understand the activities involved for support processes and services. Plan the interfaces with other processes and for reporting
Implement
Managing incidents, problems and communication throughout the lifecycle of a service
Day Two
Measure, Monitor & Report
How to perform audits and review the performance of support services
Improve Processes
How to identify and prioritise process improvements
Exam Preparation
A period for any last minute revision with the trainer present. A full mock paper is also taken before the full exam
