DURATION
5 days
Course Overview
Successful implementation of ITIL Support and Restore best practices enables IT departments to increase efficiency, reduce downtime and costs, improve quality and ensure customer satisfaction. The Practitioner Program “Support & Restore” focuses on the implementation and management of the processes and function involved in providing users support and increasing IT infrastructure stability. These include effective Incident and Problem Management processes, complemented by an effective Service Desk function. It is aimed at optimizing quality of service by responding to end user issues and requests in a controlled and time-effective manner, while also preventing reoccurrence of fault in the IT infrastructure.
In this five-day course, you learn how to plan, implement and optimize the Service Desk function and the Incident Management and Problem Management processes.
Target Audience
This program is intended for ITIL® Process Practitioners, ITIL® Process owners and any IT professionals who will participate in managing, organizing and optimizing the operations of the Support and Restore processes in an IT Service Organization which has implemented, or started to implement, ITIL® based Support and Restore processes.
Prerequisites
Foundation Certificate in IT Service Management
At Course Completion:
Course Benefits
Set up and manage a Known Error database to reduce the impact of incidents to your organizations IT infrastructure
Configure impact coding systems, attributes, and naming conventions and the key concepts that will help you avoid problems
Effectively manage requests for service to promote company efficiency and flexibility
Prioritize any incidents within an IT model that will have greatest impact on your organization
Understand the ITIL processes to ensure that your organization has an effective Incident and Problem Management function
Understand the processes required to manage Incidents, Problems and Known Errors found in the IT Infrastructure
Introduction
Program Overview
ITSM Concepts
Process Implementation Planning
Critical Success Factors & Continuous Service Improvement
DAY 2:
Review Day 1
Service Desk Management
Manage, Organize & Optimize Service Desk
Review Service Desk Assessment process, activities, roles & responsibilities
Service Desk Assessment
DAY 3:
Review Day 2
Incident Management
Manage, Organize & Optimize Incident Management Assignments
Review Incident Management Assessment process, activities, roles & responsibilities
Incident Management Assessment
DAY 4:
Review Day 3
Problem Management
Manage, Organize & Optimize Problem Management Assignments
Review Problem Management Assessment process, activities, roles & responsibilities
Problem Management Assessment
DAY 5:
Review
Mock Examination
Q & A
Programme scope, delivery arrangements and suitability are confirmed during enquiry.