IT Service Management Practitioner: Support & Restore (IPSR) Course

This Accredited course replaces the independent Incident and Problem Management ITIL® Practitioner Courses. In five days you will learn to manage, organize and optimize the Service Desk function and Incident and Problem Management processes through interactive classroom training. Class focuses on developing strong process/function interfaces. The resulting improvements in IT support leads to better customer relationships, faster restoration of service and increased IT Service stability.

This course is applicable to anyone involved in the management or day-to-day practice of Service Desk, Incident Management or Problem Management, in-house or outsourced, as well as anyone defining new processes, refining or managing an existing Service Desk, Incident Management process or Problem Management process.  This course is ideal for the following roles: Process managers, process coordinators, IT managers, IT supervisors, IT team leaders, all Service Desk, Incident Management and Problem Management staff.

Upon completion of this course, the participant will be able to:

> Learn to Manage, Organize and Optimize Service Desk, Incident and Problem Management
> Create a Comprehensive View of how the Processes Relate and Support each other
> Understanding Tools and Reporting
> Hands-on Application of the Process Activities through Assessed Practical Assignments
> Identify Opportunities to Continually Improve and Measure the Processes
> Take and pass the ITIL® Practitioner Support and Restore certification exam

Day 1
Morning -
Course Introduction, Exam Requirement 
What is Support and Restore, Process Refresh

Afternoon -
Case Study Introduction
Group Exercise and Presentation

Day 2 
Morning -
Review
Service Desk Theory

Afternoon -
Service Desk Practical Assignment
Service Desk Group Presentation and Feedback

Day 3 
Morning -
Review
Incident Management Theory

Afternoon -
Incident Management Practical Assignment
Incident Management Group Presentation and Feedback

Day 4 
Morning -
Review
Problem Management Theory

Afternoon -
Problem Management Practical Assignment
Problem Management Group Presentation and Feedback

Day 5 
Morning -
S&R Relationships with other ITSM Processes
Exam Preparation

Afternoon -
Exam Preparation
ITIL® Practitioner Support and Restore Exam

Foundation Certification in IT Service Management along with practical experience in related field of specialization. As part of the certification requirements, learners must successfully complete three in-course practical assignments, which will be assessed by the Instructor. 

ITIL® is a Registered Trade Mark, a Registered Community Trade Mark of the Office of Government Commerce and is registered in the U.S. Patent and Trademark Office.