Training Course:ITIL Practitioner’s Certificate in Support and RestoreSchool/Trainer:Dimension Data Learning Solutions
Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' This course is designed to equip candidates with the essential elements required to qualify as an IT Service Management Practitioner specialising in the Support and Restore of IT Services. This covers the ITIL Processes of Incident Management and Problem Management; and the function of Service Desk. The aim of this course and certification is to develop and fine tune the skills required to manage Incidents, Problems and Known Errors found in the IT Infrastructure.
Class size is a minimum of 6 and a maximum of 16 people.
Skills Gained: After completing this course, students will understand how to apply the principles and theory discussed in the ITIL Foundation Certificate course where it relates to the Support and Restore processes. The participants will understand the detail and practical implications of managing these processes using the ITIL Best Practice framework as a guide.
Key Topics: In the context of the Service Desk function and the Incident Management and Problem Management processes, the following topics will be covered;
Managing
�Planning the key activities, reporting on these key activities, and initiating actions to ensure that these key activities meet their set objectives
�Planning the exchange of appropriate information between the processes
Organising
�Organising the exchange of appropriate information with other processes.
�Providing the appropriate information to the other IT Service Management processes, users and suppliers.
�Maintaining relevant procedures
�Structuring the Service Desk function
�Setting up the Service Desk responsibilities, functions, staffing levels and technologies
�Organising the relationships between the Service Desk and Incident Management
�Organising the handling of incidents
�Organising the relationships between Incident Management and Problem Management
�Organising Problem Control
�Organising Error Control
�Organising proactive Problem Management
Optimising
�Monitoring and optimising the Support and Restore processes.
�Identifying and proposing improvements, based on results of monitoring and/or reviews.
...''
Elements of this syllabus are subject to change.
Please go to the school's official website for training price and schedule:
http://www.ddls.com.au/
Phone:13 12 01 / 08 8236 8200
School Address:
Level 7
553 Hay St
Perth WA 6000
Level 4, PKF House
139 Frome St
Adelaide 5000
Level 10, Thakral House
301 George St
Sydney 2000
Level 3, Dimension Data Building
11-17 Dorcas St
South Melbourne 3205
Level 12
307 Queen St
Brisbane 4000
Jobs & Resumes: Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey
Houses & Roommates: Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey
Travel Agencies: Brisbane, Melbourne, Perth,
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Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
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