ITILŽ Practitioner's Certificate in Support and Restore



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ITILŽ Practitioner's Certificate in Support and Restore - 5 Days incl. ITIL Exam

Vendor Course Code:

Course Length:

5 days

Course Price:

$3,750.00 + GST

Availability:

If your preferred city or time is not currently listed, please call DDLS on 13 12 01 and we can try to accommodate your needs.

Overview:

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.

Target Audience:

The ITIL Practitioner Support and Restore is aimed at professionals who participate in the management, organisation and optimisation of the Support and Restore processes. The course will be particularly valuable in IT Service Organisations which have implemented, or are starting 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 fine tuning the activities relating to the Service Desk function, and the Incident and Problem Management processes.

Prerequisites:

To sit for the 2 hour exam at the end of this course, all participants must hold the ITIL Foundation Certificate in IT Service Management.

Evidence must be provided at the time of registering on the course, in the form of:
- a copy of the certificate/Candidate ID;
- the EXIN candidate number (6 figure) & Certificate (Fax to 1800 0 131 201); or
- the ISEB Certificate (Fax to 1800 0 131 201)

ITILŽ is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
IT Infrastructure LibraryŽ is a Registered Trade Mark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce

Assessment
There is an assessment in this course which will lead to successful candidates obtaining the Practitioner Certificate in Support and Restore Processes. This assessment comprises two components

An exam at the end of the course.
An in-course assessment and practical assignments during the course which will assess candidates on their organisation and management skills.

Candidates need to achieve a pass in both components to be awarded the practitioner certificate formal certification.