ITIL Training

ITIL Practitioner: Service Desk, Incident & Problem Management

Description
Effectively Manage, Organize & Optimize The Support & Restore Processes

Learn how to apply ITIL® best practices to effectively support the IT infrastructure, while minimizing the adverse effects of incidents and problems. ITIL best practices focus on the integration of key processes, enabling a stable IT environment. This course will demonstrate how the linkage of Incident and Problem Management processes with the Service Desk function can help to achieve this goal.

Length: 5 days

Cost: $3459

Who Should Attend?

• Process Managers and process coordinators for Incident Management, Problem Management and the Service Desk function
  
• IT managers, supervisors, team leaders, network managers, website managers, application developers, system managers and all Service Desk staff who are involved in more than just a superficial role in these processes

Prerequisites
Participants must hold the Foundation Certificate In IT Service Management.

Benefits Of Attending
Participants will learn about the Incident and Problem Management processes and the Service Desk function in depth to understand how they fit into a business environment, as well as understand the considerations and options when rolling out these processes in an organization:

• Review the process activities and identify roles and responsibilities accordingly
• Know what is involved in planning, communicating, coordinating, monitoring and maintaining of various components of these processes
• Appreciate the benefits, challenges and costs involved
• Establish requirements for policies, procedures and work instructions
• Recognize the importance of measurements and reporting and how to use them for recommending improvements

Course Curriculum

Learn the typical activities of a practitioner in management of the Incident and Problem Management processes and the Service Desk function:

Managing

• Plan the key activities in the Incident and Problem Management processes and the Service Desk function
• Plan the exchange of appropriate information relevant to managing the Support and Restore processes
• Initiate actions to ensure the key activities in the Support and Restore processes meet the agreed objectives set
• Report on the effectiveness and efficiency of the activities in the Support and Restore processes

Organizing

• Organize the exchange of appropriate information with other processes
• Provide information about the Incident and Problem Management processes and the Service Desk function to other IT Service Management processes, users and suppliers
• Maintain the procedures of the Support and Restore processes
• Organize the structure of the Service Desk function
• Set up the Service Desk responsibilities, functions, staffing levels and technologies
• Organize the relationships between the Service Desk and Incident Management
• Organize the handling of Incidents
• Organize the relationships between the Service Desk and Problem Management
• Organize the relationships between Incident Management and Problem Management
• Organize problem control, error control and proactive problem management

Optimizing

• Monitor and optimize the Support and Restore processes
• Propose improvements, based on results of monitoring and/or reviews
• Plan and conduct audits for continuous process improvement opportunities for the support and restore processes

Course Delivery
This course is instructed and facilitated by two ITIL Service Manager certified instructors. As a Practitioner level certification course delivered over 5 days, approximately 65% of the course is focused on the practical application, with the remainder of the time spent on lectures and discussions.

In addition to in-class curriculum instruction, the course also includes group exercises, presentations by attendees and pre-course and in-course homework assignments. The assignments are assessed and evaluated by the instructors. Successful completion of these is required to move onto the exam phase of the certification process.