ITIL Practitioner Support and Restore Certificate

Gain 3.5 credits and learn how to become qualified and optimise your Service Desk, Incident and Problem Management processes through accredited best practice!

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Duration
This five day course explores the guidance in IPSR Support and Restore Management to understand the processes involved in Service Desk, Incident and Problem Management. This clustered course is for IT professionals who will participate in managing, organising and optimising the operations of Service Desk, Incident and Problem Management. This course is used in preparation to undertake the Practitioner Certificate exam in Support and Restore during the afternoon of day five of the course.

Course Code
ITILSAR

Credits
3.5

Public Course Price
£1100 plus VAT including examination.

Target Group
IT staff involved in the day to day working of the Service Desk, Incident and Problem Management environment, particularly those staff with specific responsibility for the creation and improvement of the Support and Restore processes, including Service Desk Managers, Incident Managers and Problem Management practitioners.

Exam and entry requirements
Delegates will receive the syllabus, Service Document and Track Descriptions indicating the pre requisite knowledge, skills and practical experience required to undertake this Practitioner course.

Pre Requisites

• Foundation Certificate in IT Service Management
• Practical experience in the field of Support and Restore
• Accredited training and in course practical assignments

Course Benefits

This course will enable staff to:

• Understand how to plan and clearly define the different types of Service Desk
• Plan for implementation of the Service Desk
• Learn how to manage and define Incident Control
• Learn how to determine the Impact and priority of Incidents
• How to produce effective Service Desk metrics and management information
• Support the Incident Management process through the resolution of Incidents
• Be able to define, implement and manage Problem and Error Control activities
• Be aware of the support tools and techniques available for Problem Management
• Be able to analyse Incidents and Problems to determine trends
• Be able to prepare management reports for distribution throughout the organisation
• Gain an awareness of the scope of Problem Management
• Learn how to integrate Service Desk with Incident Management reporting and prioritisation
• Understand the role of the Problem Manager
• Learn how to manage all Problems and undertake root cause analysis
• Create key performance indicators (KPIs) and Known Error Control
• Create a known error database for Incidents and Problems
• Determine trend identification and Problem reduction
• Discover ITIL Best Practice options for Problem Management

Course contents

Day 1 - Introduction and scope of Support and Restore
Planning for the implementation of Support and Restore processes
The goals of integrated Support and Restore
The basic concepts of Service Desk and Incident/Problem Management

Planning the function of the Service Desk
Types of Service Desk
Planning and control and tools required
Service Desk infrastructure and technologies

Defining Incident Management
Defining an Incident
Incident control and classification
Impact coding and known error databases
Investigation and diagnosis

Day 2 - Incident Management
Roles and responsibilities and use of second line support staff
Awareness of Service Level agreements
The Incident Management Process
How to integrate Incident and Problem and Change Management
Types of Incidents to determine Problem Management
Maintain and update diagnostic scripts
Report on the progress and Incidents
Define procedures and work instructions from a process description
Indicate where procedures can be optimised

Day 3 - Introduction to ITIL Problem Management
Clustering Incident and Problem Management
The Problem Management process
Investigation and resolution of Incidents in support of the Service Desk
Intervention to escalate and control Incidents through to resolution
Identify the feedback necessary to the Service Desk to keep customers informed
Identify where Service Desk scripts can be improved

Problem and Error Control Work Instructions and procedures
Identify and define problems
Classify problems determining priority, impact and category
Determine the need for research and diagnosis
How to initiate Requests for Change (RFC)
Define procedures and work instructions for Problem Management

Problem Management Support Tools and Techniques
Determining resources and managing the research and diagnosis activity
Choosing appropriate support tools and techniques
Implementation of such tools
Review the Problem Control process
Set up criteria for choosing the appropriate tool

Identifying and managing Known Errors
Support tools and techniques
Be aware of appropriate support tools and techniques
Justify, procure and implement such tools as required
Initiate reviews of the Problem Management process to identify weaknesses

Day 4 - The Role of the Support and Restore Manager
Roles and responsibilities and use of second line support staff
Defining the role of the Support and Restore Managers
Responsibilities of the Support and Restore Managers

Support and Restore Reporting and Reviewing
Being aware of the support tools and techniques available for the implementation
Producing metrics and management information
Incidents relating to Changes
Performance of underpinning contract and internal suppliers
How to measure the quality of the service and Service Desk and support groups
The KPIs of Support and Restore

Day 5 - Support and Restore Auditing and Service Improvement
What, how and when to audit the function of the Service Desk and Incident/Problem Management processes

Support and Restore and Prevention
Identify opportunities to be pro-active and analyse details of Incidents and Problems registered and how to initiate reviews to identify improvement opportunities
Use of trend analysis to avoid or minimise effects of Incidents
Instigate RFCs to resolve weaknesses and common Problems

Management Reporting
Identify Problem Management reporting, how to produce regular and ad-hoc reports
Report on key performance indicators (KPIs) of Problem Management

Service Desk Tools
How to establish requirements and criteria for the Service Desk/Incident
Management and the importance of the defined process prior to selection
Associated technology at the Service Desk

Course Review, Exam Preparation and Examination
The five day course consists of exercises, syndicate work and assignments that will assist in developing an action plan for the future.

Course structure
The course is practically based, combining short lectures with individual and group exercises and assignments. The course provides a very good introduction to IT Service Management and many organisations have chosen to send some or all of their IT staff on these courses in preparation for an implementation programme.

In Course Assessments/Assignments
Part of the examination is made up of an assessment whereby the course provider tests three assignments during the course. In order to obtain the IPSR Practitioner Certificate in IT Service Management the result of this assessment must be satisfactory.

Course Documentation
Delegates will receive a bound copy of the PowerPoint slides used during the course, a copy of the itSMF IT Service Management pocket-guide and access during the course to the OGC publications. Delegates will also receive assignments, mock exams, exercises and case studies.

OGC Publications
This course utilises OGC Publications Service Support and Service Delivery.

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