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BCS Specialist Certificate Service Desk and Incident Management

  • Price £1,195.00
  • Duration 3 day(s)
All major credit cards accepted


This course provides candidates with an understanding of industry best practice in relation to the operation of the Service Desk function and 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, 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 'ITSM Specialist' series.

Course Content

Holders of the ISEB 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

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