SM-5031: ITIL® Practitioner - Support & Restore (IPSR)

Downloadable pdf
Email this page

Course Description: This 5-day course focuses on implementing and managing the Support and Restore activities, processes and functions that are required to stabilize an IT infrastructure through effective Incident and Problem Management processes and the Service Desk function and preparing for the certification exam.

Who Should Attend? ITSM Practitioner - Support & Restore (IPSR) is intended for professionals who will participate in managing, organizing and optimizing the operations of the Support and Restore processes in an IT Service organization including operational staff and managers wishing to improve their skills in planning, monitoring, reporting and optimizing the the Service Desk function and the Incident and Problem Management processes.

Format: 5-days consisting of 4 days for lecture (40%) and hands-on activities (60%) and one day of exam review, preparation and testing. Includes individual and group assignments required for certification as well as homework.

Curriculum: The course covers the typical activities of a practitioner responsible for managing the Incident and Problem Management processes and the Service Desk function. It focuses on the following area:

• Managing: Plan key activities in the Service Desk Function and the Incident and Problem Management Processes; plan exchange of information relevant to managing Support and Restore processes; initiate actions to ensure key activities in the processes meet objectives; Plan the monitoring and reporting of performance and achievements of the Support and Restore Processes.
• Organizing: Organize exchange and provide information to other processes, users & suppliers; maintain Support and Restore procedures; organize and set up Service Desk responsibilities, functions, staffing levels and technlogies; organize the relationships between the Service Desk and Incident Management, incident handling; relationships between Incident and Problem Management, Problem Control, Error Control, and proactive Problem Management.
• Optimizing: Monitor and optimize the Support & Restore processes; propose improvements based on results of monitoring and/or reviews.

Prerequisites: Foundation Certificate in IT Service Management.

Examination: The EXIN IPSR examination is a 2-hour, closed-book, 40 question multiple choice examination.

Price: $3,295 (through 06/30/2007)

Avant is a certified itSM Solutions Delivery Partner.
All content and accreditations are licensed from, and maintained by, itSM Solutions, LLC.