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. 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:
Organize, manage, and improve the Support and Restore Processes
Define and implement procedures related to these processes
Learn about in-depth concepts of Support and Restore
Learn about specific tasks and responsibilities of Service Desk and Incident and Problem Management
Establish interfaces between Support and Restore Processes and other processes
Create reports and understand which KPIs are useful
Plan key activities for the Service Desk and the Incident Management and Problem Management processes
Define the monitoring and reporting of key performance indicators and achievements
Propose continuous improvement for the support and restore processes
Organize the relationships between the Support and Restore processes
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
DAY 1:
Introductions
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– PART I
Service Desk Assessment– PART II
PART II Discussions
Service Desk Assessment– PART III
DAY 3:
Review Day 2
Incident Management
Manage, Organize & Optimize Incident Management Assignments
Review Incident Management Assessment process, activities, roles & responsibilities
Incident Management Assessment – PART I
Incident Management Assessment – PART II
PART II Discussions
Incident Management Assessment – PART III
DAY 4:
Review Day 3
Problem Management
Manage, Organize & Optimize Problem Management Assignments
Review Problem Management Assessment process, activities, roles & responsibilities
Problem Management Assessment – PART I
Problem Management Assessment – PART II
PART II Discussions
Problem Management Assessment – PART III
DAY 5:
Review
Mock Examination
Self Study: Individual
Exam: Certification exam
Programme scope, delivery arrangements and suitability are confirmed during enquiry.