ITIL Practitioner Certificate: Support and Restore (IPSR) Online Learning - 6 Reasons to Buy

1. Exin Accredited
2. Trainer Facilitated - on average 5 hours per course
3. One on One Support - you don't get that in class!
4. All 4 Clusters available - get ready for the ITIL Service Managers bridge.
5. Save $ 4000 on tuition fee by doing your ITIL cluster practitioner certification online
6. No Loss in billable hours, work during the day and study at night

Course Overview

Successful implementation of ITIL Support and Restore best practices enables IT departments to increase efficiency, reduce downtime and costs, improve quality and ensure customer satisfaction.

In this Online course, you learn how to plan, implement and optimise the Service Desk function and the Incident Mangement and Problem Management processes. Through extensive workshops, you gain the knowledge and skills required to take the ITIL Practitioner Support and Restore Certification Exam.

Audience

This course is valuable for managers, supervisors, team leaders and operational staff who participate in managing, organising and optimising the operations of the Service Desk function, Incident Management and/or Problem Management processes. ITIL knowledge at the level of  ITIL Foundation Certification is assumed. The Foundation Certificate in IT Service Management is required to take the IPSR Certification Exam at the end of this course.

Skills Gained

• Prepare for and take the ITIL Practitioner Support and Restore (IPSR) Certification Exam
• Plan key activities for the Service Desk and the Incident Management and Problem Management processes
• Define the monitoring and reporting of key performance indicators and achievements
• Propose continuous improvements for the Support and Restore processes
• Organise the relationships between the Support and Restore processes
• Monitor and optimise the Support and Restore processes

Course Outline

Introduction and Overview

• Managing, organising and optimising the Support and Restore processes
• Service Desk
• Incident Management
• Problem Management

Planning the Key Support and Restore Activities

Service Desk

• Determining the objectives and scope
• Defining the roles and responsibilities
• Mapping the Service Desk activities

Incident Management

• Managing the incident life cycle
• Planning the monitoring and reporting of process effectiveness

Problem Management

• Employing proactive problem management
• Planning for Problem Control and Error Control

Exchanging Information

• Establishing information exchange between the Support and Restore processes
• Integrating with other Service Management processes

Monitoring and Reporting

• Identifying key issues impacting effective operation
• Establishing metrics and management information
• Developing and monitoring critical success factors and key performance indicators

Maintaining the Procedures

• Mapping Support and Restore procedures to daily work activities
• Defining criteria for impact, urgency and priority
• Functional and hierarchical escalations
• Resourcing for incidents, problems and known errors

Administering Problem Management

• Utilising problem analysis methods
• Identifying the root cause
• Problem Control
• Error Control
• Prioritising problems based on the business impact

Establishing the Service Desk

Service Desk structures

• Local
• Central
• Virtual
• Evaluating global "follow the sun" support
• Choosing the most effective Service Desk model

Service Desk functions

• Designating responsibilities and staffing levels
• Implementing Service Desk-specific technologies
• Creating customer and user satisfaction surveys
• Empowering the Service Desk to meet customer needs

Incident Management Relationships

Service Desk with Incident Management

• Involving support groups
• Ownership, monitoring and tracking of incidents
• Communicating incident status with users

Managing the incident process

• Handling incidents and service requests
• Ensuring resolution, recovery and closure of incidents

Incident Management with Problem Management

• Matching incidents to problems and known errors
• Workarounds and resolutions of incidents
• Identifying major incidents to Problem Management
• Resolving incidents, problems and known errors through a request for change

Optimising the Support and Restore Processes

• Analysing process outputs
• Proposing process improvements
• Utilising key performance indicators
• Implementing reviews for process effectiveness
• Establishing ongoing quality improvements
• Applying quality standards