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ITIL v2 Practitioner Support and Restore

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The ITIL Practitioner Support & Restore course focuses on how to optimize the quality of service by applying several ITIL best practices. You will be able to respond more effectively to Incidents and Problems as well as proactively prevent their occurrence. This includes being able to organize an effective Service Desk along with related Incident and Problem Management processes. An interactive approach is used combining lecture, discussion and exercises.

Course Objectives:

  • How to organize, manage and improve the Incident Management, Problem Management and Service Desk Functions for IT Service processes
  • Define and implement procedures related to these processes
  • Learn about in-depth concepts of Support & Restore
  • Learn about specific tasks and responsibilities of Incident Management, Problem Management and Service Desk
  • Functions
  • Establish interfaces between IPSR Processes and other processes
  • Create reports and understand which KPIs are useful

Who should attend:
IT Professionals wishing to extend their planning, monitoring, reporting and optimizing skills, relative to activities in the Incident and Problem Management processes and Service Desk function.

Exam & Certification:
ITIL Practitioner Support & Restore

Delivery:
Instructor-led classroom or virtual classroom

Duration:
5 Days

ITIL Expert™:
Earn 3.5 credits

PMI PDUs:
Earn 35 PDUs

Prerequisites:
An ITIL v2 Foundation certificate and preferably two years work experience in an IT Service Management environment.
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