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. Through extensive workshops, you gain the knowledge and skills required to take the ITIL Practitioner Support and Restore Certification Exam.
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:
4 Organize, manage, and improve the Support and Restore Processes
4 Define and implement procedures related to these processes
4 Learn about in-depth concepts of Support and Restore
4 Learn about specific tasks and responsibilities of Service Desk and Incident and Problem Management
4 Establish interfaces between Support and Restore Processes and other processes
4 Create reports and understand which KPIs are useful
4 Plan key activities for the Service Desk and the Incident Management and Problem Management processes
4 Define the monitoring and reporting of key performance indicators and achievements
4 Propose continuous improvement for the support and restore processes
4 Organize the relationships between the Support and Restore processes
:: Course ITIL Practitioner: Support & Restore ::
Course Benefits
4 Set up and manage a Known Error database to reduce the impact of incidents to your organizations IT infrastructure
4 Configure impact coding systems, attributes, and naming conventions and the key concepts that will help you avoid problems
4 Effectively manage requests for service to promote company efficiency and flexibility
4 Prioritize any incidents within an IT model that will have greatest impact on your organization
4 Understand the ITIL processes to ensure that your organization has an effective Incident and Problem
Management function
4 Understand the processes required to manage Incidents, Problems and Known Errors found in the IT
Infrastructure
DAY 1:
4 Introductions
4 Program Overview
4 ITSM Concepts
4 Process Implementation Planning
4 Critical Success Factors & Continuous Service Improvement
DAY 2:
4 Review Day 1
4 Service Desk Management
4 Manage, Organize & Optimize Service Desk
4 Review Service Desk Assessment process, activities, roles & responsibilities
4 Service Desk Assessment– PART I
4 Service Desk Assessment– PART II
4 PART II Discussions
4 Service Desk Assessment– PART III
4 PART III Presentations
DAY 3:
4 Review Day 2
4 Incident Management
4 Manage, Organize & Optimize Incident Management Assignments
4 Review Incident Management Assessment process, activities, roles & responsibilities
4 Incident Management Assessment – PART I
4 Incident Management Assessment – PART II
4 PART II Discussions
4 Incident Management Assessment – PART III
4 PART III Presentations
:: Course ITIL Practitioner: Support & Restore ::
DAY 4:
4 Review Day 3
4 Problem Management
4 Manage, Organize & Optimize Problem Management Assignments
4 Review Problem Management Assessment process, activities, roles & responsibilities
4 Problem Management Assessment – PART I
4 Problem Management Assessment – PART II
4 PART II Discussions
4 Problem Management Assessment – PART III
4 PART III Presentations
DAY 5:
4 Review
4 Mock Examination
4 Self Study: Individual
4 Exam: Certification exam
Programme scope, delivery arrangements and suitability are confirmed during enquiry.