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Key Tasks IPSR
The key tasks for the IT Service
Management Practitioner Support and Restore are:
1. Managing the Support and Restore
processes
2. Organizing the Support and Restore
processes
3. Optimizing the Support and Restore
processes
The typical activities of a practitioner
in management of the Incident Management,
Problem Management processes and the function
of the Service Desk would be:
Managing
• Plan the key activities in the
Service Desk Function and the Incident
Management and
Problem Management processes
• Plan the exchange of appropriate
information relevant to managing
of the Support and
Restore processes
• Initiate actions to ensure that
the key activities in the Support
and Restore processes meet
the pre-defined and pre-established
objectives
• Plan the monitoring and reporting
on the performance and achievements
of the activities in
the Support and Restore processes
Organizing
• Organize the exchange of appropriate
information with other processes
• Provide Service Desk, Incident
and Problem Management information
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
Incident Management and Problem
Management
• Organize Problem Control
• Organize Error Control
• Organize Proactive Problem Management
Optimizing
• Monitor and optimize the Support
and Restore processes
• Propose improvements, based on
results of monitoring and/or reviews
Incident
Management
Learn
how Incident Management processes
and the Service Desk function fuse together to form an organized
customer handling department.
Incident Management’s primary goal is to restore service
operation as quickly as possible and minimize adverse impact on
business operations.
You will identify the basic
concepts of Incident Management such as Incident Handling, the
various support groups, the differences between functional and
hierarchical escalations, how to prioritize based on urgency,
the lifecycle of an incident, planning and implementation of Incident
management, etc.
This three day course based
on ITIL “best practices” methodology as outlined in
the Service Delivery and Service Support material will teach you
how to apply the processes into a live Incident Management operation.
Service
Desk
Over
the years of a growing IT infrastructure, it has become evident
that to take control of incident reporting, there must be a Service
Desk to Manage the incidents.
Customers are demanding better Service and quicker resolutions to their IT problems.
Therefore many IT Service Management entities have migrated to or created a Service
Desk. Having a one stop shop for Customer service requests and trouble reports
is a value add that increases productivity and customer satisfaction.
Many organizations link Problem Management and Change Management functions to
the Service Desk to streamline Operations.
This three day course based on ITIL “best practices” methodology as
outlined in the Service Delivery and Service Support material will teach you
how to apply the processes into a live Service Desk operation.
Problem
Management
Many
organizations recognize the need
for good Problem Management to
minimize the adverse impact of
Incidents and Problems on the
business that are caused by errors
within the IT infrastructure,
and to prevent reoccurrence of
incidents related to these errors.
Customers cannot comprehend how Service providers allow repeated errors that
cause disruption to their services to continually occur. Problem Management
seeks to get to the root cause of Incidents and then initiate actions to improve
or correct the situation.
Problem Management deals with both reactive and proactive aspects. The reactive
aspect is when one or more incidents occur at which time Problem Management
is concerned with solving. Proactive Problem Management is keen to identify
problems that can cause incidents before they occur, such as solving known
errors.
Many organizations today are so busy putting out fires reactively, that they
have no time to proactively look into improving the IT infrastructure.
This course will identify areas to focus on in order to take control of Problem
Management.
This three day course based on ITIL “best practices” methodology
as outlined in the Service Delivery and Service Support material will teach
you how to apply the processes into a Problem Management operation.
Who Should Attend
The ITIL Practitioner Support and Restore course is intended
for professionals
who will participate in managing, organizing
and optimizing the operations of
the Support and Restore processes in
an IT Service Organization which has
implemented, or started to implement,
ITIL based Support and Restore
processes.
The target group consists of operational
staff, team leaders, supervisors and
managers wishing to extend their skills
in planning, monitoring, reporting and
optimizing, related to the Service
Desk function, and the Incident and Problem
Management processes.
Benefits
• Reduced business impact of incidents by timely resolution
• Improved monitoring, allowing performance against SLA’s to be accurately
measured
• Better staff utilization
• Elimination of lost or incorrect Incidents and service requests
• Improved user and customer satisfaction
• The functional activities that the Service Desk performs
to support other ITIL activities
• The Service Desk tool requirements
• The organic activities the Service Desk requires from the ITIL processes
• The scope and operation of an ITIL compatible Service Desk
• The essential steps to designing a Service Desk
• The affiliation between the Service Desk and other ITIL processes
• The process of Problem Management to support other ITIL activities
• The Problem Management tool requirements
• The organic activities that Problem Management requires from the ITIL
processes
• The scope and operation of Problem Management
• The essential steps to implementing Problem Management processes
• The affiliation between Problem Management and other ITIL processes
Prerequisites
Participants must have already obtained
the Foundation Certificate In IT Service Management. If you
do not have this certificate, it is attainable through iTilasia ITIL
IT Service Management Essentials course.
Examinations
A 120 minute closed book exam containing
40 multiple choice questions.
Bookings
Contact us at: info@itilasia.com
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