FAIL (the browser should render some flash content, not this).
Skills4Careers Untitled Document
IT WorkshopsEmail

ITIL: Practitioner Support and Restore Certification (IPSR)




Duration:4 Days (10 am to 5 pm with one hour lunch break)

Cost: $ 2299 + HST

Course Content

INTRODUCTION AND OVERVIEW

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

PLANNING THE KEY SUPPORT AND RESTORE ACTIVITIES

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

Incident Management
  • Managing the Incident life cycle
  • 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 Support and Restore 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 Support and Restore 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
  • Creating customer and user satisfaction surveys
  • 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 SUPPORT AND RESTORE PROCESSES

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

Keywords: ITIL Support and Restore Certification training Toronto, ITIL Support and Restore Certification course Toronto, ITIL Support and Restore Certification corporate training Toronto, ITIL Support and Restore Certification corporate workshop Toronto.

For more information, please call us at 647-430-7478 or email us at:support@skills4careers.com


Skills4Careers Untitled Document