| ITIL Practitioner Support and Restore 5-day cluster training course and exam, $2,695  |
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Overview
In this ITIL cluster practitioner certification course, participants will learn how to implement, manage and optimize the processes of incident management, problem management, and service desk functions in an organization. The training is executed via 30% lecture and 70% hands-on exercises and case studies.
Attendees will learn ITIL best practices to follow during implementation and management of the processes and functions involved in managing exceptions in normal infrastructure control and service delivery. The program is aimed at optimizing quality of service by effectively responding to incidents and problems, as well as proactively preventing their occurrence. By using a number of practical case studies, participants will learn how the incident management, problem management processes, and service desk functions can be implemented effectively. Besides the key concepts of ITIL, they will focus on the preparation and implementation of procedures and instructions using the ITIL process incident management, problem management, and service desk functions in practice.
By the end of this 5-day training program, participants will earn the support and restore practitioner certificate and go home fully prepared to effectively manage, organize and optimize the service desk function and incident/problem management processes in their organizations.
Participants will also earn 30 Project Management Institute (PMI®) professional development units.
Program Objectives:
- Develop a detailed understanding of incident, service desk and problem management
- Create a comprehensive view of how the processes relate and support each other
- Hands-on application of the process activities through practical assignments
- Identify opportunities to continually improve and measure the processes
- Prepare for and pass the exam for the Practitioner's Certificate in Release and Control
- Organize, manage, and improve the support and restore processes
- Define and implement procedures related to these processes
- Learn about in-depth concepts of support and restore
- Learn about specific tasks and responsibilities of service desk and incident and problem management
- Establish interfaces between support and restore processes and other processes
- Create reports and understand which KPIs are useful
Prerequisites
A Foundation Certification in IT Service Management along with practical
experience in the related field of specialization. For more information about
the Foundation Certification,
Who should attend
- 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
Agenda
Day 1
Theory
- Introductions
- Program Overview
- ITSM Concepts
Assignments
- Process Implementation Planning
- Critical Success Factors and Continuous Service Improvement
- Group Discussion
Homework
- Service Desk Assessment Preparation
Day 2
Theory
- Review Day 1
- Service Desk Management
- Manage, Organize, and Optimize Service Desk
Assignments
- Review Service Desk Assessment Process, Activities, Roles, and Responsibilities
- Service Desk Assessment - Part I
- Service Desk Assessment - Part II
- Part II Discussions
- Service Desk Assessment - Part III
- Part III Presentations
Homework
- Incident Assessment Preparation
Day 3
Theory
- Review Day 2
- Incident Management
- Manage, Organize, and Optimize Incident Management
Assignments
- Review Incident Management Assessment Process, Activities, Roles & Responsibilities
- Incident Management Assessment - Part I
- Incident Management Assessment - Part II
- Part II Discussions
- Incident Management Assessment - Part III
- Part III Presentations
Homework
- Problem Assessment Preparation
Day 4
Theory
- Review Day 3
- Problem Management
- Manage, Organize, and Optimize Problem Management
Assignments
- Review Problem Management Assessment Process, Activities, Roles, and Responsibilities
- Problem Management Assessment - Part I
- Problem Management Assessment - Part II
- Part II Discussions
- Problem Management Assessment - Part III
- Part III Presentations
Homework
- IPSR Assessment Preparation
Day 5
Theory
- Review
Assignments
- IPSR Practice Examination
Self Study
- Individual
Exam
- IPSR Certification exam
Certification Process
Prior to taking the certification exam, participants must successfully complete
four in-course practical assignments as part of the certification requirements.
The "Practitioner Certificate in IT Service Management – Support
& Restore" is awarded by EXIN to participants who have successfully
completed this course, and achieved a score of 65% or higher on the 2-hour
multiple choice exam based on case studies presented during the course. The
certification exam is held on the final day of the class.
Registration
Fees
The per student registration fee for this seminar is $2,695 and includes:
- Training
- Course manual
- Exam preparation
- EXIN ITIL Practitioner Certification Exam
- Daily breakfast and refreshments
Class begins at 8:00 AM each day and conclude at 5:00 PM. Dress is business casual.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| July 28-Aug 1 | Chicago, IL | Schaumburg Offices
( ) |
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| July 28-Aug 1 | Ft. Lauderdale* | Florida Training Ctr
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| Aug 18-22 | Dallas, TX | Irving training Ctr
() |
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| Sept 15-19 | Atlanta, GA | Atlanta Training Ctr
() |
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| Sept 22-26 | Washington, DC | Arlington Training Ctr
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| Sept 29-Oct 3 | Raleigh, NC | Cary Training Ctr
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| Oct 20-24 | Ft. Lauderdale* | Florida Training Ctr
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| Oct 27-31 | New York, NY | New York Office
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* Ft. Lauderdale classes begin at 9:00 AM each day and conclude at 5:00 PM. Dress is business casual.
Click here to learn about
,
dates & locations
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $600. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $600, toward any other Resource Center seminar.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to
change.
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