BCS Specialist Certificate in Service Desk and Incident Management Syllabus

BCS Specialist Certificate in Service Desk and Incident Management Syllabus Version 1.9 April 2017 This qualification is not regulated by the following United Kingdom Regulators - Ofqual, Qualification in Wales, CCEA or SQA Copyright BCS 2017 Page 1 of 16

BCS Specialist Certificate in Service Desk and Incident Management Syllabus Introduction... 4 Objectives... 4 Specific Learning Objectives 4 Target Audience... 5 Course Format and Duration... 5 Eligibility for the Examination... 5 Format of the Examination... 6 Additional time... 6 For candidates requiring reasonable adjustments 6 For candidates whose language is not the language of the examination 6 Excerpts from BCS books... 6 Guidelines for Accredited Training Organisations... 6 Use of Calculators... 7 Syllabus... 8 1. Introduction to Service Desk and Incident Management 8 2. Service desk function and incident management process; best practices 8 3. Tools, methods and techniques 10 4. SDIM roles and responsibilities SFIA and ITIL 10 5. Control, measurement and reporting activities 11 6. Analysis of reports, statistics and trends 11 7. Interfaces and Dependencies 12 8. Planning, improvement and implementation 12 9. Mock Examination 13 Levels of Knowledge / SFIA Levels... 14 Question Weighting... 14 Format of Examination... 15 Trainer Criteria... 15 Classroom Size... 15 Invigilator to Candidate Ratio during examination... 15 Recommended Reading List... 16 Additional Reading List... 16 Copyright BCS 2017 Page 2 of 16

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 V1.9 April 2017 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 Standardised New Template Format adopted, with revised ToC. No material change to syllabus content. Standardised Trainer Criteria to be equal to other Specialist Certifications in this series. K levels checked 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 2017 Page 3 of 16

Introduction 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 BCS IT Service Management (ITSM) Specialist series. Please note that throughout this document: all references to ITIL refer to the 2011 editions which can be purchased from the TSO bookshop (www.tsoshop.co.uk) 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 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). 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 Copyright BCS 2017 Page 4 of 16

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 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. 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) Course Format and Duration 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 undertaken 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. 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. Copyright BCS 2017 Page 5 of 16

It is recommended that candidates have taken this BCS Specialist Certificate in Service Desk and Incident Management course with an Accredited Training Organisation. 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 Please refer to the reasonable adjustments policy for detailed information on how and when to apply. For candidates whose language is not the language of the examination If the examination is taken in a language that is not the candidate s native/official language, candidates are entitled to: 25% extra time 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. Guidelines for Accredited Training Organisations Each major subject heading in this syllabus is assigned an allocated time. The purpose of this is two-fold: first, to give both guidance on the relative proportion of time to be allocated Copyright BCS 2017 Page 6 of 16

to each section of an accredited course and an approximate minimum time for the teaching of each section; second, to guide the proportion of questions in the exam. Accredited Training Organisations may spend more time than is indicated and candidates may spend more time again in reading and research. Courses do not have to follow the same order as the syllabus. Courses may be run as a single module or broken down into two or three smaller modules. This syllabus is structured into sections relating to major subject headings and numbered with a single digit section number. Each section is allocated a minimum contact time for presentation. Accredited Training Organisations may include additional exercises where they believe these add value to the training course. The syllabus contains references to established standards. The use of referenced standards in the preparation of training material is mandatory. Each standard used must be the version quoted in the current version of this syllabus. Use of 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 2017 Page 7 of 16

Syllabus For each top-level area of the syllabus where Questions are being applied, a percentage and K level is identified. The percentage is the exam coverage of that area, and the K level identifies the maximum level of knowledge that may be examined for that area. 1. Introduction to Service Desk and Incident Management This section of the module provides a basic introduction to the discipline of Service Desk and Incident Management, describes how it should fit in with the overall course structure, and provides a brief overview of course objectives, exam format and agenda. Syllabus Code SCSDIM01 (5%, 0.9 hours) 1.1 The History of ITSM 1.2 An introduction to ITSM in general Candidates should be able to understand: 1.2.1 Standards 1.2.2 Good practice 1.2.3 Frameworks such as ISO/IEC 20000, ITIL and COBIT and the differences in approach 1.3 The goal and objectives of the service desk function Candidates should also be able to understand the requirement for: 1.3.1 Incident management process 1.3.2 An outline of the related functions, roles and processes 2. Service desk function and incident management process; best practices This section should incorporate at least one practical session to help delegates understand the major processes of SDIM and their operation Syllabus Code SCSDIM02 (30%, K3, 5.4 hours) 2.1 SDIM concepts and principles Candidates should be able to understand the requirement for: 2.1.1 The responsibilities and objectives in support of generic SDIM 2.1.2 Definition and use of incidents, problems, requests, changes and events 2.1.3 The types of service desk structures, advantages and disadvantages 2.1.4 Implications of an outsourced SDIM 2.1.5 The resourcing considerations, staffing levels, rotas, shifts, skill and knowledge levels 2.1.6 Options for self-help Copyright BCS 2017 Page 8 of 16

2.2 The how - ITIL and its application to SDIM Candidates should be able to describe the requirement for: 2.2.1 The structure intent and use of ITIL 2.2.2 The key SDIM guidelines within ITIL 2.2.3 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 2.3 A generic incident management process including: Candidates should be able to explain: 2.3.1 Incidents and their management 2.3.2 The incident lifecycle (i.e. identify, log, assess, categorise, prioritise, analyse, diagnose, escalate, resolve, recover, repair, restore, close, review) 2.3.3 Special cases Major Incidents and security incidents//technical support and escalation 2.3.4 Other associated areas and processes e.g. management of events, requests, changes, projects, problems and known errors 2.4 The what the requirements of the ISO/IEC 20000 standard: Candidates should be able to explain the requirements for the proper documentation of: 2.4.1 The structure, intent and use of ISO/IEC 20000 2.4.2 The key SDIM requirements of Part 1 of the standard 2.4.3 Supporting material from Parts 2 and 3 of the standard 2.4.4 The overall service management system 2.4.5 Interfaces with and dependencies on other areas of the standard 2.5 On completion of the course the candidate should be able to: 2.5.1 Distinguish between incidents, events, service requests, problems and known errors and their management 2.5.2 Identify and define incident categories and incident lifecycles 2.5.3 Manage, control and report on the progress of incident resolution, throughout the lifecycle 2.5.4 Classify incidents, determining priority, impact and category 2.5.5 Manage all incidents and apply incident management techniques 2.5.6 Determine the resources needed for management, analysis and diagnosis of incidents 2.5.7 Liaise with internal support groups and external suppliers ensuring that incidents are resolved as quickly as possible 2.5.8 Assist with resolving incident ownership matters in conjunction with problem management 2.5.9 Explain the relationship between incident and problem management 2.5.10 Describe the benefits of a separate approach of request fulfilment 2.5.11 Develop and instigate processes for matching incidents to other records within the service desk system 2.5.12 Determine where diagnostic scripts or procedures need to be produced or improved Copyright BCS 2017 Page 9 of 16

2.5.13 Document incident analyses, temporary solutions and resolution procedures to facilitate rapid resolution by all areas involved in incident resolution 2.5.14 Manage the resolution of Major Incidents in conjunction with all relevant parties 2.5.15 Manage the resolution of security incidents in conjunction with IT security management 2.5.16 Define procedures and work instructions for SDIM 2.5.17 Explain the ISO/IEC 20000 requirements of SDIM 2.5.18 Support the SDIM aspects of an ISO/IEC 20000 certification 3. Tools, methods and techniques Syllabus Code SCSDIM03 (10%, K3, 1.8 hours) 3.1 Awareness, knowledge and use of SDIM support tools and techniques: Candidates should be able to explain the approach for using: 3.1.1 Typical SDIM toolsets, including service desk, incident management, telephony, automatic call distribution (ACD) and computer telephony integration (CTI) 3.1.2 Generic requirements for SDIM toolsets 3.1.3 Integration with other areas, processes and functions 3.1.4 The benefits of automation 3.2 On completion of the course the candidate should be able to assist with the: 3.2.1 Definition of assessment criteria for choosing appropriate support tools 3.2.2 Selection of appropriate support tools and techniques 3.2.3 Justification, procurement and implementation of such tools 4. SDIM roles and responsibilities SFIA and ITIL Candidates should be able to outline the skills and knowledge required by SDIM personnel Syllabus Code SCSDIM04 (5%, K3, 0.9 hours) 4.1 Skills Framework for the Information Age (SFIA) and its use with defining SDIM roles: Candidates should be able to outline: 4.1.1 Overview of the structure and content of the SFIA framework 4.1.2 SDIM roles, levels of responsibility and work activities 4.2 ITIL and its use in defining SDIM roles: Candidates should be able to explain: 4.2.1 SDIM roles and responsibilities 4.3 On completion of the course the candidate should be able to: Candidates should be able to: 4.3.1 Apply the SFIA framework to the definition of SDIM roles and responsibilities 4.3.2 Apply the ITIL guidelines to the definition of SDIM roles and responsibilities Copyright BCS 2017 Page 10 of 16

5. Control, measurement and reporting activities Syllabus Code SCSDIM05 (5%, K3, 0.9 hours) 5.1 COBIT and its application to SDIM Candidates should be able to describe: 5.1.1 The structure intent and use of COBIT 5.1.2 The key SDIM requirements of COBIT DS 8/9/10 5.1.3 Interfaces with and dependencies on other areas of COBIT 5.2 The preparation of SDIM reports for dissemination: Candidates should be able to describe: 5.2.1 The purpose of service reports, management reports and reporting. What to report on - and what not to? 5.2.2 Key performance indicators (KPIs) and critical success factors (CSFs) 5.2.3 How statistics can be used, and abused 5.2.4 Common categories of classification and analysis 5.3 On completion of the course: Candidates should be able to: 5.3.1 Describe the SDIM reports required and their use 5.3.2 Use and apply COBIT principles and techniques to SDIM 5.3.3 Describe and explain the SDIM control objectives of COBIT and how they could be achieved 5.3.4 Produce regular, ad hoc and exception SDIM reports 5.3.5 Define, measure and report on the metrics and KPIs of SDIM 5.3.6 Analyse reports and take appropriate action 6. Analysis of reports, statistics and trends This session should incorporate a practical session to help delegates understand the importance of accurate and relevant reports, statistics and their analysis. Syllabus Code SCSDIM06 (15%, K4, 2.7 hours) 6.1 The analysis of reports, statistics and reports, identifying trends: Candidates should be able to: 6.1.1 Identify areas of weakness and propose resolutions for the proactive improvement of services 6.2 On completion of the course Candidates should be able to: 6.2.1 Analyse details of recorded incidents and reports 6.2.2 Identify trends 6.2.3 Make use of statistical techniques e.g. extrapolation, trend-lines, distribution curves Copyright BCS 2017 Page 11 of 16

6.2.4 Identify weaknesses or linked incidents and initiate corrective actions and changes 7. Interfaces and Dependencies This section of the module will provide an appreciation and understanding of the interfaces and dependencies SDIM has with other areas, functions and processes Syllabus Code SCSDIM07 (10%, K3, 1.8 hours) 7.1 Areas of Interest will include: 7.1.1 Service level management 7.1.2 Request fulfilment 7.1.3 Problem management 7.1.4 Change and release and deployment management 7.1.5 Service asset and configuration management 7.1.6 IT security management 7.1.7 Capacity, availability, finance and IT service continuity principles 7.1.8 Project and major changes 7.1.9 Supplier management 7.1.10 Technical, operations and applications management teams 7.2 On completion of the course Candidates should be able to: 7.2.1 Identify and understand the interfaces that SDIM has with other areas, functions and processes 7.2.2 Define and document the dependencies between other areas, functions and processes and SDIM 7.2.3 Assist with the development, implementation and automation of procedures facilitating interfaces and dependencies 8. Planning, improvement and implementation This section of the module will provide an overview of the planning, implementation and continual improvement (Plan/Do/Check/Act) of SDIM Syllabus Code SCSDIM08 (10%, K3, 1.8 hours) 8.1 On completion of the course Candidates should be able to: 8.1.1 Explain the activities involved in the planning of SDIM 8.1.2 Understand the potential costs, benefits and problems associated with the implementation of SDIM 8.1.3 Know the objectives and scope of SDIM 8.1.4 Review the functionality of SDIM and the operation of the SDIM processes identifying areas of weakness 8.1.5 Instigate resolutions and proactive improvements in SDIM within an overall SIP Copyright BCS 2017 Page 12 of 16

9. 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 Syllabus Code SCSDIM09 (10%, 1.8 hours) Copyright BCS 2017 Page 13 of 16

Levels of Knowledge / SFIA Levels This course will provide candidates with the levels of difficulty / knowledge skill highlighted within the following table, enabling them to develop the skills to operate at the levels of responsibility indicated. The levels of knowledge and SFIA levels are explained in on the website www.bcs.org/levels. The levels of knowledge above will also enable candidates to develop the following levels of skill to be able to operate at the following levels of responsibility (as defined within the SFIA framework) within their workplace: Level Levels of Knowledge Levels of Skill and Responsibility (SFIA) K7 Set strategy, inspire and mobilise K6 Evaluate Initiate and influence K5 Synthesise Ensure and advise K4 Analyse Enable K3 Apply Apply K2 Understand Assist K1 Remember Follow Question Weighting Syllabus Area Target number of questions SCSDIM01 0 SCSDIM02 8 SCSDIM03 3 SCSDIM04 2 SCSDIM05 2 SCSDIM06 4 SCSDIM07 3 SCSDIM08 3 SCSDIM09 0 Total 25 Questions Copyright BCS 2017 Page 14 of 16

Format of Examination Type Duration Pre-requisites Supervised Open Book 25 scenario based Multiple Choice Questions 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. Accredited training is strongly recommended but is not a pre-requisite. Candidates must hold the ITIL Foundation Certificate. It is also recommended that candidates have a minimum of one years experience in IT Service Management. Yes No (No reading materials allowed into the examination room) Pass Mark 16/25 (64%) Calculators Simple non-programmable calculators can be used during the exam to be supplied by the candidate. Learning Hours Delivery 18 Hours Paper based examination via a BCS Accredited Training Organisation Credits No ITIL credits are available for this examination from March 2015. Trainer Criteria Criteria Hold the BCS Specialist Certificate in Service Desk and Incident Management Have 10 days training experience or have a train the trainer qualification Have a minimum of 3 years practical experience in the subject area Classroom Size Trainer to candidate ratio 1:16 Invigilator to Candidate Ratio during examination Trainer to candidate ratio 1:25 Copyright BCS 2017 Page 15 of 16

Recommended Reading List Please note that throughout this document (including this reading list): all references to ITIL refer to the 2011 edition of the five core books all references to ISO/IEC 20000 refer to the 2011 edition of Part 1 all references to COBIT refer to the COBIT version 4.1 all references to SFIA refer to the SFIA version 4.0 ITIL SDIM sections COBIT SDIM sections DS 8, DS 9 and DS 10 ISO/IEC 20000 Part 1 Resolution processes SFIA SDIM areas Additional Reading List Title: COBIT 4.1 - Framework Control Objectives (Management Guidelines Maturity Models) Author: Multiple Publisher: IT Governance Institute Publication Date: 2007 URL: www.itgi.org Title: ISO/IEC 20000-1:2011 Information technology Service management Part 1: Service management system requirements Author: N/A Publisher: ISO Publication Date: 2011 URL: www.iso.org Title: URL: Skills Framework for the Information Age (SFIA) http://www.sfia.org.uk/ Copyright BCS 2017 Page 16 of 16