The Art of Service - FACTSHEET - ITIL Cluster Practitioner Support and Restore

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FACTSHEET - ITIL Cluster Practitioner Support and Restore

ITIL Practitioner cluster course "Support and Restore".
Copyright: The Art of Service 2006

Overview
The ITIL Practitioner workshops are for those people who belong to a process team or could be considered a process owner. Participants will have passed the IT Service Management Foundations exam. The five-day course is another action learning event, with lots of exercises and review of case studies.

The ITIL Practitioner cluster course “Support and Restore” is intended for professionals who will participate in managing, organizing and optimizing the operations of the Support and Restore processes in an IT Service Organization which has implemented, or started to implement, ITIL based Support and Restore processes. The target group consists of operational staff and managers wishing to extend their skills in planning, monitoring, reporting and optimizing, related to the Service Desk function and the processes of Incident and Problem Management.

Click here to download the course brochure as PDF

Qualification and Assessment
The course prepares participants to sit for the Practitioner Certificate exam on the Service Desk function and the process areas of Incident and Problem Management (the official name is "ITIL Practitioner certificate in IT Service Management - Support and Restore").

The course assessment includes formal in-course assignments during the course and one formal examination taken after the course. Before taking part in the examination for the Practitioner course “Support and Restore” the participant must have:

obtained the ITIL Foundation Certificate in IT Service Management (required to enter an accredited training)
attended an accredited Practitioner course “Support and Restore”, and
successfully fulfilled the three Practical Assignments (according to the completed and signed form returned by the coach/trainer)

After having fulfilled these requirements and having passed the examination, the participant will receive the Practitioner Certificate in IT Service Management, Support and Restore.

Examples of roles in the field of the Practitioner in IT Service Management, Support and Restore include:
•   Process manager (for Incident and Problem Management process)
•   Manager of the Service Desk function
•   Incident coordinator
•   Problem coordinator
•   Service Desk team leader or supervisor

Multiple processes course versus single process course
While undertaking a single ITIL process practitioner course may appear easier and cheaper, it is hard to appreciate the relationships with the other ITIL processes if they are not covered in the same course. For example, Problem Management depends strongly on formal Incident Management practices. For this reason (and others), the ITIL processes have been grouped into four (4) Practitioner Modules, as seen in Figure 1 above. The Support and Restore module has been highlighted in red text.

Course Content
The goal of the course is to ensure that the participant can effectively and efficiently carry out the key tasks and activities of the Support and Restore module, as outlined by EXIN (the examination body). The key tasks for the IT Service Management Practitioner Support and Restore are:

1.   Managing the Support and Restore processes
2.   Organizing the Support and Restore processes
3.   Optimizing the Support and Restore processes

The typical activities of a practitioner in the Service Desk function and the process areas of Incident and Problem Management would be:

Managing
•   Plan the key activities in the Service Desk function and the Incident and Problem Management processes.
•   Plan the exchange of appropriate information relevant to managing the Support and Restore processes.
•   Initiate actions to ensure the key activities in the Support and Restore processes meet the agreed objectives set.
•   Plan the monitoring and reporting on the performance and achievements of the Support and Restore processes.

Organizing
•   Organize the exchange of appropriate information with other processes.
•   Provide Service Desk, Incident and Problem Management information to other IT Service Management processes, users and suppliers.
•   Maintain the procedures of the Support and Restore processes.
•   Organize the structure of the Service Desk function.
•   Set up the Service Desk responsibilities, functions, staffing levels and technologies.
•   Organize the relationships between the Service Desk and Incident Management.
•   Organize the handling of Incidents.
•   Organize the relationships between Incident Management and Problem Management.
•   Organize Problem Control.
•   Organize Error Control.
•   Organize Proactive Problem Management.

Optimizing
•   Monitor and optimize the Support and Restore processes.
•   Propose improvements, based on results of monitoring and/or reviews.
•   Conduct Service Desk, Incident Management and Problem Management reviews and audits.

Course Outline

Day 1   Introductions and overview on IT Service Management.
The role that Service Desk function and the processes of Incident and Problem Management play in the organization.
Day 2   Service Desk - in depth review and formal assessment.
Day 3   Incident Management - in depth review and formal assessment.
Day 4   Problem Management - in depth review and formal assessment.
Day 5   Summary and wrap up, including mock exam.

The course will explore the theory of the Service Desk function and the process areas of Incident and Problem Management in detail, and is supported by a series of exercises, case studies and active discussions led by your experienced instructor.

The IPSR program is designed for a minimum of 6 participants and a maximum of 16 participants. If there are more than 12 participants then a secondary instructor assists with the in course assessment element of the program.

Further information
If you have any queries or you would like to discuss other IT Service Management training options, please do not hesitate to contact The Art of Service by email, web, phone or fax.

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