ITIL Practitioner - Support & Restore

CED Solutions - Alexandria
Alexandria, Virginia, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' The course builds on the general principles covered as part of the ITIL Service Management Essentials course. This enables organisations to introduce Incident and Problem Management processes, plus set up the Service Desk as an integral part of an overall business-focussed services framework.

Objectives
To provide practical guidance on the design and implementation of end-to-end Incident Management and Problem Management processes and the role and setting up of the Service Desk. As well, this course is designed to prepare students for the Practitioner Certificate in IT Service Management Support and Restore.

Who should attend?
The course is suitable for anyone involved in the incident process, problem process or the Service Desk and offers a natural career development path for practitioner staff who already hold the Foundations Certificate.

Structure
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.

Professional qualifications
The course forms part of the IEXIN Practitioner qualification programme. The qualification is based on a combination of in-course assessment and multiple choice examination. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the EXIN Practitioner Certificate in Support and Restore.

Content
Introduction to Service Management with an emphasis on how the Incident and Problem processes interface between each other and how they interface to other Service Management processes
The scope, basic concepts and terminology of Incident Management and Problem Management
First line Incident Management, interface between IT and users, and the full incident control lifecycle including escalation
Incident recording, diagnostic aids, incident reporting
The problem lifecycle
Identification and recording known errors
Trending techniques including high priority problems
Setting up and scoping a Service Desk
Types of Service Desk systems
Tips for selecting the appropriate Service Desk software
The role of the Service Desk in supporting Service Management processes such as Service Level Management
Using a Configuration Management Database (CMDB) to manage the incident, problem, change lifecycle.
Also time is set aside for sample examinations as well as the actual examination.
...''

Phone:(800) 611-1840

School Address:

6118 Franconia Road
Suite 213
Alexandria, VA 22310

Jobs & Resumes: Alexandria
Houses & Roommates: Alexandria

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