ITIL Practitioner Support and Restore

ITIL Foundations ITIL Practitioner Support and Restore

Course Description
ITIL Practitioner Support and Restore five day course will teach Process Owners how to more effectively respond to and/or eliminate incidents and problems reported to the Service Desk. This course will help participants successfully define, implement, manage and improve incident management, problem management, and service desk processes/functions. The class consists of four days of lectures and activities, and one day for review and examination.

Learning Objectives

Prepare for the ITIL Practitioner Support and Restore (IPSR) Certification Exam
Plan and direct key activities for the Service Desk, Incident, and Problem Management
Define the monitoring and reporting of key performance indicators (KPIs)
Identify the benefits, challenges and costs associated with effective Incident and Problem Management
Define the appropriate policies, processes, procedures and work instructions
Ensure ongoing improvements to existing processes and functions

Course Materials Provided
Students receive comprehensive course manuals with reference materials

Who Should Attend

IT and Infrastructure Process Managers
Process Owners for Incident and Problem Management
Service Desk Managers, Supervisors
Service Desk Supervisors and Staff

Prerequisite

Foundation Certificate in IT Service Management
Two or more years experience in IT Service Management

At least two weeks prior to attending the course, participants should read the Incident Management, Problem Management and Service Desk chapters from ITIL’s Service Support book.

Course Logistics
Certificates of attendance are provided at the conclusion of the course.

Duration: 5 days

Price: $25,000 (for up to 15 people)

Public Course: $2,595 per person