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ITIL Practitioner Cluster Certificate 'Support & Restore'

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ITIL Practitioner Cluster Certificate 'Support & Restore'

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ITIL Practitioner Cluster Certificate 'Support & Restore'

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Participants in the Practioner Cluster Course must have passed the IT Service Management Foundation exam. The five-day course is an interactive learning event which includes exercises and case study reviews.

PROGRAM OUTLINE
The Practitioner Program “Support & Restore” focuses on the implementation and management of the processes and function involved in providing users support and increasing IT infrastructure stability. These include effective Incident and Problem Management processes, complemented by an effective Service Desk function. It is aimed at optimizing quality of service by responding to end user issues and requests in a controlled and time-effective manner, while also preventing reoccurrence of fault in the IT infrastructure.
WHO SHOULD ATTEND?
This program is intended for ITIL® Process Practitioners, ITIL® Process owners and any IT 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.

PREREQUISITES
• Foundation Certificate in IT Service Management

BENEFITS OF ATTENDING
Combining three closely connected areas together in this program offers a unique insight into the relationships between them. The Practitioner approach offers the participants an opportunity to learn and practice. The instructor is a Certified Service Manager, who will lead the program and offer participants the chance to ask questions and debate a variety of approaches towards implementing.

PROGRAM CURRICULUM
The goal of the program is to ensure that the participant can effectively and efficiently carry out the key tasks and activities of the Support and Restore module. 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 exam is not conducted during the workshop. The paper based multiple choice exam can be purchased separately.

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