ITIL Practitioner: Support and Restore - Course Description
This practitioner course 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 optimising quality of service by responding to customer issues and requests in a controlled and time-effective manner, while also preventing reoccurrence of fault in the IT infrastructure.
Course work is completed in one five-day session during which participants will learn how to effectively implement, manage and optimise the Support and Restore processes in an organisation through interactive classroom training. Participants will be prepared to sit the associated EXIN certification examination.
Learning Outcomes
At the end of this course you will be able to:
- Understand the ITIL model sufficiently to be able to develop, implement and manage an Integrated Incident and Problem Management framework, using Service Desk function as a critical component.
- Understand best practices for dealing with customer enquiries and issues with the IT infrastructure, and be able to relate how these processes contribute to an increase in functionality and quality of IT services.
- Take and pass the exam for the Practitioner's Certificate in Support and Restore.
Who Should Attend
This course is designed for ITIL Process Practitioners, ITIL Process Owners and any IT professionals who will participate in the managing, organising and optimising of one or more of the covered processes in their organisation.
Learning Method
This course is conducted as an instructor-led workshop and includes a combination of lectures and exercises. All the exercises make use of a case study to give the opportunity to implement ITIL and to improve IT Service Management within a 'real organisation'. Due to the practical nature of the practitioner roles, this course has a balance of 40% theory and 60% exercises to ensure concepts are understood precisely.
Pre-Requisites
- The ITIL Foundation Certificate
- Before taking the Practitioner examination the candidate must have attended accredited training and successfully completed the practical assignments. Candidates must provide their ITIL Foundation Certificate before sitting the Practitioner exam on day 5 of the course.
In-House Training
This course is available for private presentation, either on your own premises or "off-site". There are many advantages to inhouse training. Please contact ALC for a quotation and to discuss your requirements. Telephone 1300 767 592 or email learn@alctraining.com.au
