ITIL Practitioner Support & Restore

Course Overview
This ITIL® practitioner course focuses on Incident Management, Problem Management and Service Desk functions for IT services. The aim of this course is to show you how to optimize the quality of service by applying ITIL best practices. You will be able to respond more effectively to incidents and problems as well as proactively prevent their occurrence. 

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

Target Audience
Professionals that participate in managing, organizing or optimizing processes in an IT service organization which are at various stages of implementation, or sustaining ITIL-based Support & Restore processes.

Duration
This is a 5-day course, including preparation for the optional examination.

Prerequisites

• Assumes experience with ITIL and pre-reading of relevant chapters from the ITIL Service Support Best Practice (Blue) book.
• Evidence of ITIL Foundations certification must be presented at class in order to sit for the IPSR exam.
• Exam candidates must have undertaken training with an EXIN-accredited training provider and successfully completed the practical assignments of this course.

Quint Wellington Redwood Quint is recognized by PMI® as a Global R.E.P. Participation to this course qualifies for 35 Professional Development Units (PDUs).  For more info, see http://www.pmi.org.

For the Course Outline and further information, please download the info document.

For more details, please download the Fact Sheet.

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