ITIL v2 Practitioner Courses (Clustered Modules)
 
 
Certification :: ITIL® Support & Restore Practitioner
Duration :: 5 days
Course Delivery :: Classroom
Credits :: 3.5 Credits to ITIL Expert
PMI® PDUs: :: 38
LanguageCourse ID
EnglishITL9239CL
JapaneseITLJ9239CL
  
 
 
  
 

Course Description -

 
This course focuses on the implementation and management of the processes and functions involved in managing exceptions in normal infrastructure control and service delivery. These include being able to organize an effective Service Desk function, along with the related Incident and Problem Management processes. These processes are aimed at optimizing quality of service by effectively responding to Incidents and Problems, as well as proactively preventing their occurrence. The Service Desk supports users in the use of IT services and takes care of restoring the service in the event of a disruption.

This intensive 5-day course offers practical guidance on Managing, Controlling and Optimizing the Support and Restore functions and processes in an IT organization to ensure effective service delivery to the business.
  
 

Audience -

 Process Practitioners, Process Owners and ITSM Professionals.
 

Learning Objectives -

 At the end of this course, you will be able to:
  • Define the requirements and activities of an effective Incident and Problem Management process.
  • Identify areas for improvement within the Incident and Problem Management processes.
  • Identify the requirements of support tools and associated equipment that are required to improve the Service Desk, Incident Management and Problem Management processes.
  • Determine the requirements for and consequences of SLAs, OLAs and Underpinning Contracts (UC) on Service Desk activities.
  • Describe the requirements of communication at the appropriate level, with both customers and the IT organization.
  • Define the contents of effective management reports, based on Key Performance Indicators that will be of use to Incident Management, Problem Management and the Service Level Management processes.
  • Explain how these processes relate with other ITIL processes.
  • Understand the reactive and proactive activities involved in Problem Management.
  • Produce Management Information.
  
 

Course Organization Logistics -

 
  • Up to 16 participants
  • Classroom with U-shaped seating arrangement
  • Minimum 1 break out room, preferred 2
  • Whiteboard
  • Flipchart
  • Projector
  • In case there are more than 12 students in the class it is required to have an additional instructor available for the classroom training
  
 

Prerequisites -

 
  • The ITIL® Foundation Certificate
  • Before taking the Practitioner examination the candidate must have attended accredited training and successfully completed the practical assignments
  • 2 years of relevant practical work experience in the Support and Restore processes and functions.
  
 

Course Student Material -

 
  • Copy of visual aids used in the classroom
  • Practice Exam and Assignments
  • ITSM Handbook
  • Required reference material for the class to be made available by the training organizer for students during the classroom training: ITIL® Service Support (ISBN 0113300158).
  
 

Credits -

 
  • Upon successful passing of the ITIL v2 Support and Restore Practitioner exam, the student will be recognized with 3.5 credits in the ITIL qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 38
  
 

Agenda -

 
Day1Day2Day3Day4Day5
IntroductionEvaluation of Assignment Results and Feedback on Day 1Evaluation of Assignment Results and Feedback on Day 2Evaluation of nAssignment Results and Feedback on Day 3Evaluation of Assignment Results and Feedback on Day 4
ITIL Training Possibilities Exam Specifications Review ITIL/ITSM OverviewTheory: Incident ManagementTheory: Problem ManagementTheory: Process RelationshipsTheory Reviewm Session
Theory: Service Desk   Sample Exam
Lunch
Introduction of the Pen Company Case Study / Position 1st AssignmentIntroduce and Position AssignmentIntroduce and Position Assignment 4 or 5Introduce and Position Integrated Process AssignmentExam Preparation
Practical Assignment 1: Service Desk – Major Incident ProcedurePractical Assignment: 2 or 3: Incident ManagementPractical Assignment 4 or 5: Problem ManagementPractical Assignment 6, 7, 8 or 9: Integrated ProcessesEvaluation of Training Course
Presentation of Assignment ResultsPresentation of Assignment ResultsPresentation of Assignment ResultsPresentation of Assignment Results 
 Feedback + Evaluation of Assignment ResultsFeedback + Evaluation of Assignment ResultsFeedback + Evaluation of Assignment Results 
Homework (review of day’s material)
  
 

Ordering Options -

 
DescriptionCourse
V2 Support & Restore Clustered Practitioner Course – Materials printed by ITpreneursITL9239MPI
V2 Support & Restore Clustered Practitioner Course – Materials printed by partnersITL9239MPP
V2 Support & Restore Clustered Practitioner Course – Japanese – Materials printed by ITpreneursITLJ9239MPI
V2 Support & Restore Clustered Practitioner Course – Japanese - Materials printed by partnersITLJ9239MPP
V2 Support & Restore Clustered Practitioner Course – Online examITL9239XO
V2 Support & Restore Clustered Practitioner Course – Paper examITL9239XP
V2 Support & Restore Clustered Practitioner Course – InstructorITL9239I
  
 

ITpreneurs Training Material Accreditation Status

  
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