Practitioner: Support and Restore

PT4395
Summary
This new program replaces the individual Service Desk / Incident Management and Problem Management Practitioner courses. It focuses on the implementation, management, and optimization of integrated processes required for achieving Service and Support within an IT infrastructure and related IT Services. The Service and Support program is offered over a 5-day period and includes a 2 hours formal examination on the afternoon of the fifth day. The course is 40 percent lecture and 60 percent hands-on individual and group practical exercises. Note: The success in achieving certification is highly dependent upon participants' effort in doing their homework, and self-study after the program. Therefore, it is highly recommended that the exam be scheduled one week to maximum two weeks after the training to allow sufficient time for preparation.
Prerequisites
Students should have Foundation Certificate in IT Service Management and practical experience in the field of Service Desk, Incident and Problem Management.
Duration
5 Days/Lecture & Lab
Audience
This course is designed for IT professionals responsible for implementing and/or executing tasks within the Service Desk, Incident and Problem Management processes.
Topics
  • Support Practitioner Program
  • Service Desk
  • Incident Management
  • Problem Management
  • The ITIL Service and Restore Organization

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