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An Overview to ITIL


Service Desk and Incident Management

SM200: Service Desk and Incident Management
 Duration: 3 hours |  List Price: USD 24 |  Delivery Mode: eLearning
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Service Desk is the single point of contact through which all users report incidents and problems. Incident Management is generally the first process that is started after receiving a customer request on the Service Desk. Incident Management minimizes the business impact of incidents by timely detection and resolution of incidents.

Service Desk and Incident Management course includes:

  • Basic Concepts of Service Desk
  • Basic Concepts of Incident Management

Course Benefits

This course will enable you to:

  • Understand the basics of Service Desk.
  • Understand the basics of Incident Management.

You receive a certificate of completion after successfully completing this course.

Content Brief

Service desk enables organizations to achieve higher productivity‚ and therefore lower IT support costs.

Service desk can be of 3 types:

  • Call center
  • Help desk
  • Service desk

A call center handles large call volumes‚ primarily telephone-based

Incident Management provides accurate information on the incidents that are occurring‚ which can be used for service improvement plans. The goals of Incident Management are to restore service ASAP‚ minimize impact of incidents on the business‚ and ensure that service quality and availability meet SLA’s.

Incident Management’s responsibilities include:

  • Incident detection & recording
  • Classification and initial support
  • Investigation & diagnosis
  • Resolution & recovery‚ Incident closure
  • Incident Control
  • Incident ownership‚ monitoring‚ tracking & communication

Target Audience: Service Desk Analysts, Service Desk Managers, IT Service Managers, and Service Delivery Managers
Prerequisites: None

QAI Global Institute offers special incentives for purchases from developing nations and universities and discounts on bulk purchases.

  SM200: Service Desk and Incident Management
  Software Configuration Management
  Software Quality Management
  Software Testing
  Software Engineering
  Software Project Management
  Software Testing
  Software Estimation
  Software Process Management
  Test Engineering
  Business Process Outsourcing
  IT Service Management
  Project Management
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  I have completed the course, it was a good experience learning online. Priyanka Saini
Systems Operations, Delhi
  I found this course, ‘Outsourcing Project Work’ very informative and referred the same to my younger brother too.
R. Kapur
Senior Software Engineer,
HCL Technologies Ltd.
  I liked the first course of Software Engineering so much that I am enrolling in for another.
Daniel Stonebarger
Student, United States
  QAI Global Institute course does what it claims.
Schjon Aster
Asteroyds Consulting, Canada
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