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Course Overview Successful implementation of ITIL Support and Restore best practices enables IT departments to increase efficiency, reduce downtime and costs, improve quality and ensure customer satisfaction. In this course, you learn how to plan, implement and optimise the Service Desk function and the Incident Mangement and Problem Management processes. Through extensive workshops, you gain the knowledge and skills required to take the ITIL Practitioner Support and Restore Certification Exam. Audience This course is valuable for managers, supervisors, team leaders and operational staff who participate in managing, organising and optimising the operations of the Service Desk function, Incident Management and/or Problem Management processes. ITIL knowledge at the level of Course 187, " ITIL: Achieving Foundation Certification ", is assumed. The Foundation Certificate in IT Service Management is required to take the IPSR Certification Exam at the end of this course. Skills Gained - Prepare for and take the ITIL Practitioner Support and Restore (IPSR) Certification Exam
- Plan key activities for the Service Desk and the Incident Management and Problem Management processes
- Define the monitoring and reporting of key performance indicators and achievements
- Propose continuous improvements for the Support and Restore processes
- Organise the relationships between the Support and Restore processes
- Monitor and optimise the Support and Restore processes
Course Outline Introduction and Overview - Managing, organising and optimising 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 - Utilising problem analysis methods
- Identifying the root cause
- Problem Control
- Error Control
- Prioritising 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
Optimising the Support and Restore Processes - Analysing process outputs
- Proposing process improvements
- Utilising key performance indicators
- Implementing reviews for process effectiveness
- Establishing ongoing quality improvements
- Applying quality standards
How to make a booking for the ITIL-P-SR course
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