ITIL Practitioner
Certification: Support & Restore (IPSR)
Delivery Format: Instructor
Led
Course Description
This hands on, instructor led
program leads to the Practitioner Certificate in IT
Service Management Support and Restore and is for IT
professionals who will participate in managing,
organizing, and optimizing the ITIL Service Desk
along with the Incident and Problem Management
process areas.
Course Outline
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Day 1
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Theory
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Introductions
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Program Overview
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ITSM Concepts
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Assignments
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Process
Implementation Planning |
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Critical Success
Factors & Continuous Service Improvement
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Group Discussion
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Homework
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Service Desk
Assessment Preparation |
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Day 2
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Theory
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Review Day 1
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Service Desk
Management |
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Manage, Organize &
Optimize Service Desk |
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Assignments
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Review Service Desk
Assessment process, activities, roles &
responsibilities |
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Service Desk
Assessment – PART I |
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Service Desk
Assessment – PART II |
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PART II Discussions
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Service Desk
Assessment – PART III |
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PART III
Presentations |
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Homework
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Incident Assessment
Preparation |
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Day 3
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Theory
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Review Day 2
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Incident Management
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Manage, Organize &
Optimize Incident Management
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Assignments
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Review Incident
Management Assessment process,
activities, roles & responsibilities
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Incident Management
Assessment – PART I |
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Incident Management
Assessment – PART II |
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PART II Discussions
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Incident Management
Assessment – PART III |
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PART III
Presentations |
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Homework
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Problem Assessment
Preparation |
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Day 4
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Theory
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Review Day 3
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Problem Management
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Manage, Organize &
Optimize Problem Management |
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Assignments
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Review Problem
Management Assessment process,
activities, roles & responsibilities
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Problem Management
Assessment – PART I |
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Problem Management
Assessment – PART II |
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PART II Discussions
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Problem Management
Assessment – PART III |
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PART III
Presentations |
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Homework
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IPSR Assessment
Preparation |
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Day 5
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Theory
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Review
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Assignments
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IPSR Practice
Examination |
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Self Study
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Individual
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Exam
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IPSR Certification
exam |
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Who Should Attend
Operational staff and managers
wishing to certify their skills in planning,
monitoring, reporting and optimizing the Service
Desk along with their Incident and Problem
Management process areas.
Prerequisites
Foundation Certificate in IT
Service Management along with IT or ITSM operational
experience.
Exam
An optional 2-hour, 40 question,
closed book multiple choice examination is
administered by an independent proctor at the end of
the course. Certification is through the Examination
Institute for Information Science (EXIN). Candidates
must have attended an accredited training course and
successfully completed all practical assignments to
sit for the exam.
Reference Material
Each student will receive a
workbook. Other ITIL-related study material and
books are available for purchase prior to, or
during, the class.
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