ITIL® V2 Practitioner Course (Support & Restore)

We regret to inform you this class is no longer offered. However, here is a link to the more recent edition: ITIL® V3 Operational Support and Analysis Capability Course.

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 Student Material:

Copy of visual aids used in the classroom
Practice Exam and Assignments

Agenda:

Ashford Global IT provides the following Success Guarantee:
In the event that a student does not successfully complete the certification exam:

We will give a voucher for one exam re-take.
Our instructors will be available to the student for questions.
We will provide materials to assist the student's study for the exam.
The student may re-attend an open enrollment class at no cost in preparation for the exam but will need to bring the class material from the original class.

With Ashford Global IT’s Success Guarantee, combined with our competitive pricing, we feel sure we can meet and surpass your expectations for this class.

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ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

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