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ITIL V2 Implementation Workshop
Service Desk, Incident & Problem Management
Course Description
This "how to" workshop helps IT practitioners acquire the skills to plan and implement the Support & Restore process areas (Incident and Problem Management) along with the Service Desk function. Delivered over four days the course features lectures, discussion, team exercises and quizzes. Highlights of the program include producing a Support and Restore process design, integration and technology requirements plan.
Course Outline
- Day 1
- Continuous Service Improvement
- ITSM Concepts
- Process Maturity Framework
- Process Concepts
- Project Concepts
- Process Guides
- Goal-Question-Metric (GQM)
- GQM Lab
- Service Desk - Activity Review
- Day 2
- Service Desk - Managing Activities
- Service Desk - Organizing Activities
- Service Desk - Optimizing Activities
- Service Desk - Lab
- Incident Management - Activity Review
- Day 3
- Incident Management - Managing Activities
- Incident Management - Organizing Activities
- Incident Management - Optimizing Activities
- Incident Management - Lab
- Problem Management - Activity Review
- Day 4
- Problem Management - Managing Activities
- Problem Management - Organizing Activities
- Problem Management - Optimizing Activities
- Problem Management - Lab
- Communications Planning
- Process Integration
Who Should Attend
Process owners, project managers, process implementation team and managers responsible for the successful implementation of ITSM processes.
Prerequisites
Participants must hold a ITIL Foundation Certificate.
Exam
None
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
- 0 ITIL Expert Credits
- 0 PDU Credits
