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ITIL Specialist - Service Desk & Incident Mgt

The ITIL Specialist in Service Desk & Incident Management 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 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.

Target Audience

This course is aimed at those working or preparing to work in a Service Desk function and/or within an Incident Management process whether at a technical, operational, supervisory or managerial level. This course may also be of interest to Project Managers, Business Managers and Business Process Owners.

This course is aimed at:

Individuals who require a working knowledge of the industry best practice used in SDIM and how it may be used to enhance the quality of ITSM within an organisation.

IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve SDIM within an ongoing Service Improvement Programme (SIP).

Individuals who wish to sit the Specialist Certificate Service Desk and Incident Management Exam (sat on the last day of the course)


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Learning Objectives

The purpose of the Specialist qualification in SDIM is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment.


ITIL Foundation Certificate

Course Content

Holders of the 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

Exams & Certification

The examination is a 1½ hours closed book, multiple-choice paper.

There are 25 questions which are scenario based.

Pass Mark - 16/25

Accredited by PeopleCert for the delivery of ITIL® training.

ITIL® is a registered trade mark of AXELOS.

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You may prefer an online course if you are looking for a flexible and cost-effective solution. Online courses allow you to study at your own pace, at a time that suits you.

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