The course will cover the typical activities of a practitioner in management of the Service Desk function, Incident Management and Problem Management processes and will focus on the following areas:

Managing

• Plan the key activities in the Service Desk Function and the Incident Management and Problem Management processes
• Plan the exchange of appropriate information relevant to managing of the Support and Restore processes
• Initiate actions to ensure the key activities in the Support and Restore processes meet the predefined and pre-established objectives
• Plan the monitoring and reporting on the performance and achievements of the activities in the Support and Restore processes

Organizing

• Organize the exchange of appropriate information with other processes
• Provide Service Desk, Incident and Problem Management information to other IT Service Management processes, users and suppliers
• Maintain the procedures of the Support and Restore processes
• Organize the structure of the Service Desk function
• Set up the Service Desk responsibilities, functions, staffing levels and technologies
• Organize the relationships between the Service Desk and Incident Management
• Organize the handling of incidents
• Organize the relationships between Incident Management and Problem Management
• Organize Problem Control
• Organize Error Control
• Organize proactive Problem Management

Optimizing

• Monitor and optimize the Support and Restore processes
• Propose improvements, based on results of monitoring and/or reviews