ITIL v2 Practioner Support and Restore

You Will Learn How To

  • Prepare for and take the ITIL Service Desk, Incident and Problem Management Certification Exam
  • Plan key activities for the Service Desk and the Incident and Problem Management processes
  • Define the monitoring and reporting requirements of key performance indicators and achievements
  • Organize the relationships between the Service Desk, Incident and Problem Management processes
  • Propose continuous improvements for the Service Desk, Incident and Problem Management processes
  • Optimize the Service Desk, Incident and Problem Management processes

Course Benefits
Successful implementation of ITIL Service Desk, Incident and Problem Management best practices enables IT departments to reduce downtime and costs and ensure customer satisfaction. In this course, you learn how to plan, implement and optimize the Service Desk and Incident and Problem Management processes and gain the skills required to take the ITIL Service Desk, Incident and Problem Management Certification Exam.
Who Should Attend
Those who want to achieve ITIL certification. Knowledge at the level of Course 187, “ITIL v2: Achieving Foundation Certification,” or Course 197, “ITIL v3: Achieving Foundation Certification,” is assumed. The ITIL Foundation Certificate (v2 or v3) is required to take the ITIL Certification exam on the final day of class.
Course Workshop
Through extensive interactive activities, you gain knowledge of the Service Desk, Incident and Problem Management processes. Workshops include:

  • Identifying key considerations for setting up a Service Desk
  • Applying the Incident Management Lifecycle for successful and timely resolution of Incidents
  • Establishing impact, urgency and priority criteria
  • Eliminating repeat errors in the infrastructure through effective Problem Management

Course 189 Content

Introduction and Overview

  • Managing, organizing and optimizing the Service Desk, Incident and Problem Management processes
  • Service Desk
  • Incident Management
  • Problem Management

Planning the Key Service Desk, Incident and Problem Management Activities
Service Desk

  • Determining the objectives and scope
  • Defining the roles and responsibilities
  • Mapping the Service Desk activities

Incident Management

  • Managing the Incident Lifecycle
  • Planning the monitoring and reporting of process effectiveness

Problem Management

  • Employing Proactive Problem Management
  • Planning for Problem Control and Error Control

Exchanging Information

  • Establishing information exchange between the Service Desk, Incident and Problem Management processes
  • Integrating with other Service Management processes

Monitoring and Reporting

  • Identifying key issues impacting effective operation
  • Establishing metrics and management information
  • Developing and monitoring critical success factors and key performance indicators

Maintaining the Procedures

  • Mapping Service Desk, Incident and Problem Management procedures to daily work activities
  • Defining criteria for impact, urgency and priority
  • Functional and hierarchical escalations
  • Resourcing for Incidents, Problems and Known Errors

Administering Problem Management

  • Utilizing Problem analysis methods
  • Identifying the root cause
  • Problem Control
  • Error Control
  • Prioritizing Problems based on the business impact

Establishing the Service Desk
Service Desk structures

  • Local
  • Central
  • Virtual
  • Evaluating global “follow the sun” support
  • Choosing the most effective Service Desk model

Service Desk functions

  • Designating responsibilities and staffing levels
  • Implementing Service Desk-specific technologies
  • Empowering the Service Desk to meet customer needs

Incident Management Relationships
Service Desk with Incident Management

  • Involving support groups
  • Ownership, monitoring and tracking of Incidents
  • Communicating Incident status with users

Managing the Incident process

  • Handling Incidents and Service Requests
  • Ensuring resolution, recovery and closure of Incidents

Incident Management with Problem Management

  • Matching Incidents to Problems and Known Errors
  • Workarounds and resolutions of Incidents
  • Identifying Major Incidents to Problem Management
  • Resolving Incidents, Problems and Known Errors through a Request for Change

Optimizing the Service Desk, Incident and Problem Management Processes

  • Analyzing process outputs
  • Proposing process improvements
  • Utilizing key performance indicators
  • Implementing reviews for process effectiveness
  • Establishing ongoing quality improvements
  • Applying quality standards

Important Course Information

  • Approximately 5-8 hours of pre-course preparation
  • 1 hour of home study each evening
  • Each participant receives the ITIL Service Support book
  • The course fee includes the ITIL Service Desk, Incident and Problem Management Certification Exam
  • The ITIL Foundation Certificate is required to take the ITIL Service Desk, Incident and Problem Management Certification Exam, which is given on the final day of class.

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