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42 - IT-S Information Technology - Security and Audit

IT-S 303 - ITIL Specialist - Service Desk & Incident Management

Code Start Date Duration Venue
IT-S 303 25 September 2023 5 Days Istanbul Registration Form Link
IT-S 303 20 November 2023 5 Days Istanbul Registration Form Link
IT-S 303 11 December 2023 5 Days Istanbul Registration Form Link
Please contact us for fees


Course Description

ITIL Service Desk and Incident Management course provides participants with a solid knowledge of the best practice involved in operating, monitoring, reporting, implementing, planning and improving a Service Desk and Incident Management. It will help an organization operate as efficiently and effectively as possible to ensure that clients are content and satisfied with the service offered. It will help to channel all incidents through a single point of contact (service desk) so that someone is responsible for following them through to a speedy resolution.

Course Objectives

  • Understanding and explaining processes, roles and functions, related to SDIM
  • Developing and improving the customer and business focus of SDIM
  • Defining Service Desk requirements and techniques 
  • Assisting with the planning and implementation of SDIM
  • Producing SDIM reports

Who Should Attend?

  • Managers
  • IT Professionals
  • IT Support Staff
  • Any member of an IT team involved in the delivery of IT Services

Course Details/Schedule

Day 1

  • Definition of service desk and incident management 
  • How they are related 
  • The difference between service desk and help desk 
  • Can a company just have a Help Desk and not a Service Desk and vice versa?
  • Objectives of service desk and incident management 
  • Service desk structure 
  • Service Desk requirements
  • Create proper service desk environment 
  • Service desk process 

Day 2

  • Available tools and techniques 
  • Service desk roles and responsibilities 
  • Select the most suitable service desk solutions 
  • The communication process 
  • Incident categories and incident lifecycles
  • Is every incident a problem? 
  • Scope of incident management
  • Incident service level targets

Day 3

  • Incident Management Process flow 
  • Sources
  • Configuration management database
  • Immediate incident resolution
  • Prioritizing the sources resolutions 
  • Analyze and resolve incident
  • ISO20000 and SDIM
  • Track all incidents via Service Desk Monitor and escalate incidents


Day 4

  • Pro-actively inform users
  • Close and evaluate incident
  • Maintenance of support knowledge base
  • Escalation process
  • Components of incident escalation
  • Escalation notifications
  • Summary of incidents policy 

Day 5

  • Incident management reporting
  • Analysis of incidents, statistics and trends
  • Interfaces and dependencies
  • Prevent potential incident
  • Problem management