Search Courses
Dates for this class:
No dates are available for this class.

Course Details    [choose new course]     [printable version]
ITIL® Practitioner Course: Support And Restore (IPSR) - Incident Management /Service Desk/Problem Management
Course Number: ITIL-IPSR
Category: Business Skills
Duration: 5.00 days
Description

This course replaces the independent Incident and Problem Management ITIL® Practitioner Courses. In five days you will learn to manage, organize and optimize the Service Desk function and Incident and Problem Management processes through interactive classroom training.

 

The class focuses on developing strong process/function interfaces. The resulting improvements in IT support leads to better customer relationships, faster restoration of service and increased IT Service stability.

Target Audience
  • IT professionals responsible Incident Management, Service Desk and/or Problem Management 
  • ITIL® Process Managers, Incident Managers, Service Desk Leads/Manager, Configuration Managers needing in-depth knowledge about ITIL® processes  
  • Employees and managers responsible for executing and managing the tasks for the specific ITIL® processes
Certifications
  • Earn 3.5 credits of the 22 required to achieve the ITIL Expert® certification. 
Objectives
  • Learn to Manage, Organize and Optimize Service Desk, Incident and Problem Management
  • Create a Comprehensive View of how the Processes Relate and Support each other
  • Understanding Tools and Reporting
  • Hands-on Application of the Process Activities through Assessed Practical Assignments
  • Identify Opportunities to Continually Improve and Measure the Processes
  • Take and pass the ITIL Practitioner Support and Restore certification exam
Prerequisites
  • Foundation Certification in IT Service Management along with practical experience in related field of specialization.
  • As part of the certification requirements, learners must successfully complete three in-course practical assignments, which will be assessed by the Instructor.         
Outline

The course is complemented by detailed case studies and practical process application - 30% lecture and 70% hands-on exercises. Candidates are also evaluated in-course on their presentation and communication skills.