BCS Specialist Certificate in Service Desk & Incident Management Syllabus Version 1.8 March 2015
BCS Specialist Certificate in Service Desk & Incident Management Syllabus Contents Change History... 2 Rationale... 3 Aims and Objectives... 3 Target Group... 3 Specific Learning Objectives... 4 Eligibility for the Examination... 4 Duration and Format of the Course... 4 Duration and Format of the Examination... 5 Additional time for candidates requiring Reasonable Adjustments due to a disability... 5 Additional time for candidates whose native language is not that of the examination... 5 Excerpts from BCS books... 5 Calculators... 5 Syllabus Summary... 6 Question Weighting... 10 Levels of Knowledge / SFIA Levels... 11 Format of the Examination... 12 Trainer Criteria... 12 Class Room Size... 12 Reading List... 12 Copyright BCS 2015 Page 1 of 12
Change History Any changes made to the syllabus shall be clearly documented with a change history log. This shall include the latest version number, date of the amendment and changes made. The purpose is to identify quickly what changes have been made. Version Number and Date V1.8 March 2015 V1.7 January 2014 V1.6 October 2013 V1.5 February 2012 V1.4 December 2011 V1.3 August 2011 V1.2 Sept2010 V1.1 Aug 2010 V1.0 June 2010 Changes Made Updated language requirements for extra time and use of dictionaries. Added in new sections for reasonable time, eligibility for the examination, format and duration of the course and BCS excerpts from books. Candidate experience reduced to one year from two. Added simple non programmable calculators can be used during the exam supplied by the candidate. Updated trainer requirements to show a minimum pass rate. References to ITIL, ISO/IEC 20000, COBIT and SFIA inserted at Rational and Reading List. Minor update to reading list entry. Minor formatting updates and added syllabus disclaimer. Replaced ISEB logo with BCS logo. Made it clearer that accredited training is strongly recommended but is not a pre-requisite. Corrected the trainer requirements. Changed exam time to 90 minutes. Added in trainer criteria and classroom sizes. Syllabus formatted and updated following ATO feedback. Copyright BCS 2015 Page 2 of 12
Rationale This 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 industry best practice, frameworks and guidelines. This qualification forms part of the IT service management (ITSM) specialist series. Please note that throughout this document: all references to ITIL refer to the 2011 editions which can be purchase from the TSO bookshop all references to ISO20000 refer to the 2011 edition of Part 1 all references to COBIT refer to the COBIT V4.1 all references to SFIA refer to the SFIA V4.0 Aims and Objectives This course provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving a service desk and the management of incidents, leading to a Specialist qualification in Service Desk and Incident Management (SDIM). Target Group 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. 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. 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) Copyright BCS 2015 Page 3 of 12
Specific Learning Objectives Holders of the BCS 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 Eligibility for the Examination Candidates must hold the Foundation Certificate in IT Service Management and it is recommended to have a minimum of one year s experience in an IT service management environment or a number of years experience in a specialist service management discipline. It is recommended that candidates have taken BCS Specialist Certificate in SDIM Management course by an Accredited Training Organisation. Duration and Format of the Course Candidates can study for this certificate in two ways: by attending training courses provided by an Accredited Training Organisation or by self-study. An accredited training course will require a minimum of 18 hours of study run over a minimum of three days. The course can be delivered a number of different ways from traditional class-room based training to online e-learning. Copyright BCS 2015 Page 4 of 12
Duration and Format of the Examination 90 minute closed book 25 multiple choice questions Pass mark is 16/25 (64%) Additional time for candidates requiring Reasonable Adjustments due to a disability Candidates may request additional time if they require reasonable adjustments. Please refer to the reasonable adjustments policy for detailed information on how and when to apply. Additional time for candidates whose native language is not that of the examination If the examination is taken in a language that is not the candidate s native / official language then they are entitled to 25% extra time. If the examination is taken in a language that is not the candidate s native / official language then they are entitled to use their own paper language dictionary (whose purpose is translation between the examination language and another national language) during the examination. Electronic versions of dictionaries will not be allowed into the examination room. Excerpts from BCS books Accredited Training Organisations may include excerpts from BCS books in the course materials. If you wish to use excerpts from the books you will need a license from BCS to do this. If you are interested in taking out a licence to use BCS published material you should contact the Head of Publishing at BCS outlining the material you wish to copy and the use to which it will be put. Calculators Simple non-programmable calculators can be used during paper based examinations (to be provided by the candidate). Candidates taking on-line examinations will have access to an on screen calculator. No other calculators or mobile technology will be allowed. Copyright BCS 2015 Page 5 of 12
Syllabus Summary Syllabus code SCSDIM01 SCSDIM02 Content Introduction Introduction to course. Overview of course structure, objectives, exam format and agenda. History of ITSM, introduction to ITSM in general, including standards, good practice and frameworks such as ISO/IEC 20000, ITIL and COBIT and the differences in approach. The goal and objectives of the service desk function and the incident management process and an outline of the related functions, roles and processes. Service desk function and incident management process, based on industry best practices Note: This session should incorporate at least one practical session to help delegates understand the Incident Management process and its operation. SDIM concepts and principles: The responsibilities and objectives in support of generic SDIM Definition and use of incidents, problems, requests, changes and events The types of service desk structures, advantages and disadvantages Implications of an outsourced SDIM The resourcing considerations, staffing levels, rotas, shifts, skill and knowledge levels Options for self-help The how - ITIL and its application to SDIM: The structure intent and use of ITIL The key SDIM guidelines within ITIL Interfaces with and dependencies on other areas of ITIL and ISO/IEC 20000 especially request fulfilment, problem, event, access, security, change and service asset and configuration management A generic incident management process, including: Incidents and their management The incident lifecycle (i.e. identify, log, assess, categorise, prioritise, analyse, diagnose, escalate, resolve, recover, repair, restore, close, review) Special cases Major Incidents and security incidents Technical support and escalation Other associated areas and processes e.g. management of events, requests, changes, projects, problems and known errors The what the requirements of the ISO/IEC 20000 standard: Syllabus Weighting % 5% 30% Copyright BCS 2015 Page 6 of 12
SCSDIM03 The structure, intent and use of ISO/IEC 20000 The key SDIM requirements of Part 1 of the standard Supporting material from Parts 2 and 3 of the standard The overall service management system Interfaces with and dependencies on other areas of the standard to: Distinguish between incidents, events, service requests, problems and known errors and their management Identify and define incident categories and incident lifecycles Manage, control and report on the progress of incident resolution, throughout the lifecycle Classify incidents, determining priority, impact and category Manage all incidents and apply incident management techniques Determine the resources needed for management, analysis and diagnosis of incidents Liaise with internal support groups and external suppliers ensuring that incidents are resolved as quickly as possible Assist with resolving incident ownership matters in conjunction with problem management Explain the relationship between incident and problem management Describe the benefits of a separate approach of request fulfilment Develop and instigate processes for matching incidents to other records within the service desk system Determine where diagnostic scripts or procedures need to be produced or improved Document incident analyses, temporary solutions and resolution procedures to facilitate rapid resolution by all areas involved in incident resolution Manage the resolution of Major Incidents in conjunction with all relevant parties Manage the resolution of security incidents in conjunction with IT security management Define procedures and work instructions for SDIM Explain the ISO/IEC 20000 requirements of SDIM Support the SDIM aspects of an ISO/IEC 20000 certification Tools, methods and techniques Awareness, knowledge and use of SDIM support tools and techniques Typical SDIM toolsets, including service desk, incident management, telephony, automatic call distribution (ACD) and computer telephony integration (CTI) Generic requirements for SDIM toolsets Integration with other areas, processes and functions The benefits of automation to assist with the: 10% Copyright BCS 2015 Page 7 of 12
Definition of assessment criteria for choosing appropriate support tools Selection of appropriate support tools and techniques Justification, procurement and implementation of such tools SCSDIM04 SDIM roles and responsibilities SFIA and ITIL The skills and knowledge required by SDIM personnel. 5% SCSDIM05 Skills Framework for the Information Age (SFIA) and its use with defining SDIM roles: Overview of the structure and content of the SFIA framework SDIM roles, levels of responsibility and work activities ITIL and its use in defining SDIM roles: SDIM roles and responsibilities to: Apply the SFIA framework to the definition of SDIM roles and responsibilities Apply the ITIL guidelines to the definition of SDIM roles and responsibilities Control, measurement and reporting activities COBIT and its application to SDIM: The structure intent and use of COBIT The key SDIM requirements of COBIT DS 8/9/10 Interfaces with and dependencies on other areas of COBIT The preparation of SDIM reports for dissemination: The purpose of service reports, management reports and reporting. What to report on - and what not to? Key performance indicators (KPIs) and critical success factors (CSFs) How statistics can be used, and abused Common categories of classification and analysis to: Describe the SDIM reports required and their use Use and apply COBIT principles and techniques to SDIM Describe and explain the SDIM control objectives of COBIT and how they could be achieved Produce regular, ad hoc and exception SDIM reports Define, measure and report on the metrics and KPIs of SDIM Analyse reports and take appropriate action 5% Copyright BCS 2015 Page 8 of 12
SCSDIM06 SCSDIM07 Analysis of incidents, statistics and trends Note: This session should incorporate a practical session to help delegates understand the importance of accurate and relevant reports, statistics and their analysis. The analysis of incidents, statistics and reports, identifying trends: Identification of areas of weakness and proposing resolutions for the proactive prevention of possible incidents to: Analyse details of recorded incidents and reports Identify trends Make use of statistical techniques e.g. extrapolation, trend-lines, distribution curves Identify weaknesses or linked incidents and initiate corrective actions and changes Interfaces and dependencies The appreciation and understanding of the interfaces and dependencies SDIM has with other areas, functions and processes, including: Service level management Request fulfilment Problem management Change and release management Service asset and configuration management IT security management Capacity, availability, finance and IT service continuity principles Projects and major changes Supplier management Technical, operations and applications management teams to: Identify and understand the interfaces that SDIM has with other areas, functions and processes Define and document the dependencies between other areas, functions and processes and SDIM Assist with the development, implementation and automation of procedures facilitating interfaces and dependencies 15% 10% Copyright BCS 2015 Page 9 of 12
SCSDIM08 SCSDIM09 Planning, improvement and implementation The planning, implementation and continual improvement (Plan/Do/Check/Act ) of SDIM. to: Explain the activities involved in the planning of SDIM Understand the potential costs, benefits and problems associated with the implementation of SDIM Know the objectives and scope of SDIM Review the functionality of the service desk and the operation of the incident management process identifying areas of weakness Instigate resolutions and proactive improvements in SDIM within an overall SIP Mock Examination The purpose of this unit is to help the candidate to pass the examination. Specifically, candidates will sit one full mock examination which will subsequently be reviewed. 10% 10% Question Weighting Syllabus code Target number of questions SCSDIM01 0 SCSDIM02 8 SCSDIM03 3 SCSDIM04 2 SCSDIM05 2 SCSDIM06 4 SCSDIM07 3 SCSDIM08 3 SCSDIM09 0 Total 25 Copyright BCS 2015 Page 10 of 12
Levels of Knowledge / SFIA Levels This course will provide candidates with the levels of knowledge highlighted within the following table, enabling them to develop the skills to operate at the levels of responsibility indicated. The levels of knowledge, skill and responsibility are explained in the following text: Level Levels of Knowledge Levels of Skill and Responsibility 7 Set strategy, inspire and mobilise 6 Evaluate Initiate and influence 5 Synthesise Ensure and advise 4 Analyse Enable 3 Apply Apply 2 Understand Assist 1 Remember Follow Copyright BCS 2015 Page 11 of 12
Format of the Examination Type Multiple choice, 25 Questions Scenario Based Duration 90 Minutes. Candidates are entitled to an additional 30 minutes if they are sitting an examination in a language that is not their native/official language. Pre-Requisites Accredited training is strongly recommended but is not a prerequisite. Candidates must hold the ITIL Foundation Certificate and should have a minimum of one year s IT Service Management experience. Invigilated/Proctored Yes Open Book No Calculators Simple non-programmable calculators can be used during the exam to be supplied by the candidate. Learning Hours 18 hours Pass Mark 16/25 (64%) Distinction Score None Credit No credits are available for this examination from March 2015 Delivery Paper based examination via a BCS Accredited Training Provider. Trainer Criteria Criteria Trainers must hold the BCS Specialist in Service Desk & Incident Management Certificate with a minimum pass rate of 19/25 (76%) Have a minimum of 2 years training experience or 1 year with a recognised training qualification. Class Room Size Trainer to candidate ratio 1:16 Reading List ITIL SDIM sections COBIT SDIM sections DS 8/9/10 ISO/IEC 20000 Part 1 Resolution processes SFIA SDIM areas Copyright BCS 2015 Page 12 of 12