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
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
Duration
Course times:
- Day 1: 8:00 am - 5:30 pm
- Day 2: 8:00 am - 5:30 pm
- Day 3: 8:00 am - 5:30 pm
- Day 4: 8:00 am - 5:30 pm
- Day 5: 8:00 am - 5:30 pm
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.
Student : Instructor Ratio – 20:1
