This how to workshop
helps IT practitioners acquire the skills to plan
and implement the Support & Restore process areas
(Incident and Problem Management) along with the
Service Desk function. Delivered over four days the
course features lectures, discussion, team exercises
and quizzes. Highlights of the program include
producing a Support and Restore process design,
integration and technology requirements plan.
Course Outline
Day 1
Continuous Service
Improvement
ITIL Concepts
Process Maturity
Framework
Process Concepts
Project Concepts
Process Guides
Goal-Question-Metric (GQM)
GQM Lab
Service Desk Activity
Review
Day 2
Service Desk Managing
Activities
Service Desk Organizing
Activities
Service Desk Optimizing
Activities
Service Desk Lab
Incident Management
Activity Review
Day 3
Incident Management
Managing Activities
Incident Management
Organizing Activities
Incident Management
Optimizing Activities
Incident Management Lab
Problem Management
Activity Review
Day 4
Problem Management
Managing Activities
Problem Management
Organizing Activities
Problem Management
Optimizing Activities
Problem Management Lab
Communications Planning
Process Integration
Who Should Attend
Process owners, project managers,
process implementation team and managers responsible
for the successful implementation of ITIL processes.
Prerequisites
Participants must hold a ITIL
Foundation Certificate.
Exam
None
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.
