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ITIL V2 Certification
Practitioner - Support & Restore (IPSR)
Course Description
This hands on program leads to the Practitioner Certificate in IT Service Management Support and Restore and is for IT professionals who will participate in managing, organizing, and optimizing the ITSM Service Desk along with the Incident and Problem Management process areas.
Course Outline
The program spans 4 days of lectures, student assessments, group activities and after hour reading assignments. The 5th day is dedicated to exam preparation and testing.
- Day 1
- Theory
- Introductions
- Program Overview
- ITSM Concepts
- Assignments
- Process Implementation Planning
- Critical Success Factors & Continuous Service Improvement
- Group Discussion
- Homework
- Service Desk Assessment Preparation
- Day 2
- Theory
- Review Day 1
- Service Desk Management
- Manage, Organize & Optimize Service Desk
- Assignments
- Review Service Desk Assessment process, activities, roles & responsibilities
- Service Desk Assessment - PART I
- Service Desk Assessment - PART II
- PART II Discussions
- Service Desk Assessment - PART III
- PART III Presentations
- Homework
- Incident Assessment Preparation
- Day 3
- Theory
- Review Day 2
- Incident Management
- Manage, Organize & Optimize Incident Management
- Assignments
- Review Incident Management Assessment process, activities, roles & responsibilities
- Incident Management Assessment - PART I
- Incident Management Assessment - PART II
- PART II Discussions
- Incident Management Assessment - PART III
- PART III Presentations
- Homework
- Problem Assessment Preparation
- Day 4
- Theory
- Review Day 3
- Problem Management
- Manage, Organize & Optimize Problem Management
- Assignments
- Review Problem Management Assessment process, activities, roles & responsibilities
- Problem Management Assessment - PART I
- Problem Management Assessment - PART II
- PART II Discussions
- Problem Management Assessment - PART III
- PART III Presentations
- Homework
- IPSR Assessment Preparation
- Day 5
- Theory
- Review
- Assignments
- IPSR Practice Examination
- Self Study
- Individual
- Exam
- IPSR Certification exam
Who Should Attend
Operational staff and managers wishing to certify their skills in planning, monitoring, reporting and optimizing the Service Desk along with their Incident and Problem Management process areas.
Prerequisites
ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.
Exam
An optional 2-hour, 40 question, closed book multiple choice examination is administered by an independent proctor at the end of the course. Candidates must have attended an accredited training course and successfully completed all practical assignments to sit for the exam.
Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.
Credits Earned
- 3.5 ITIL Expert Credits
- 38 PDU Credits
