ITIL Support and Restore Practitioner Course
Course Description
The course builds on the general principles covered as part of the ITIL® Service Management Essentials course. This enables the organisation to introduce Incident and Problem Management processes, plus set up the Service Desk as an integral part of an overall business-focussed services framework.
Course pre-requisites:
The course is suitable for anyone involved in the Incident and problem process or the Service Desk and offers a natural career development path for practitioner staff who already holds the ITIL® Foundation Certificate.
Students attending this course must hold the ITIL® Foundation Certificate.
Students attending this course must hold the ITIL® Foundation Certificate.
Topics covered on the 5 day ITIL Support and Restore Practitioner course
- Planning the key activities in the Service Desk function and the Incident and Problem Management Processes.
- Planning the exchange of appropriate information relevant to managing the Support and Restore processes.
- Planning the monitoring and reporting on the performance and achievements in the Support and restore processes.
- Organising the exchange of information with other processes
- Maintaining the procedures of the Support and Restore processes.
- Organising the relationship between Incident Management and problem Management processes.
- Organising proactive Problem Management
- Monitoring and optimising the Support and Restore processes.
- Proposing improvements based on results of monitoring and/or reviews
Course Classification:
Technical Training Course
This is an instructor led training course taught in a classroom based environment.
Scheduled course dates
| September 2010 | October 2010 | November 2010 | December 2010 | January 2011 |
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View full schedule of ITIL Practitioner courses
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If you would prefer to run this course at your premises as you have several employees to place on the course perhaps, then we are also able to offer onsite ITIL Service Management Training and bespoke ITIL Service Management courses