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PT9176
Training Summary
This workshop course provides comprehensive coverage of Service Desk function and Incident Management process as discussed within ITIL®. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® Framework.
Prerequisites
We strongly recommend that candidates wishing to attend this workshop already hold the ITIL 2011 Foundation Certificate in IT Service Management.
Duration
3 Days/Lecture & Lab
Audience
This course is designed for IT professionals interested in understanding the content and concepts of the Problem Management process. This includes:
- Anyone responsible or involved in an ITIL Problem Management implementation.
- Problem managers or anyone managing or supervising groups responsible for root cause analysis.
- IT managers.
- ITIL practitioners.
Course Topics
- Introduction to ITSM and ITIL
- Relationship with ITSM Processes
- Organizing Service Operation
- Implementation Considerations
- Challenges, Critical Success Factors, and Risks