Organizatorius

Baltijos kompiuterių akademija

Lektoriai, konsultantai

Aprašymas

Baltijos kompiuterių akademija kviečia visus besidominčius IT vadyba, projektų valdymu į  mokymus anglų kalba "ITIL Practitioner Support and Restore (IPSR)"

This five day course explores the guidance in IPSR Support and Restore Management to understand the processes involved in Service Desk, Incident and Problem Management. This clustered course is for IT professionals who will participate in managing, organising and optimising the operations of Service Desk, Incident and Problem Management. This course is used in preparation to undertake the EXIN Practitioner Certificate exam in Support and Restore during the afternoon of day five of the course.
* Examination cost is included

Tikslinė grupė

IT staff involved in the day to day working of the Service Desk, Incident and Problem Management environment, particularly those staff with specific responsibility for the creation and improvement of the Support and Restore processes, including Service De

Nauda dalyviui

This course will enable staff to:

• Understand how to plan and clearly define the different types of Service Desk
• Plan for implementation of the Service Desk
• Learn how to manage and define Incident Control
• Learn how to determine the Impact and priority of Incidents
• How to produce effective Service Desk metrics and management information
• Support the Incident Management process through the resolution of Incidents
• Be able to define, implement and manage Problem and Error Control activities
• Be aware of the support tools and techniques available for Problem Management
• Be able to analyse Incidents and Problems to determine trends
• Be able to prepare management reports for distribution throughout the organisation
• Gain an awareness of the scope of Problem Management
• Learn how to integrate Service Desk with Incident Management reporting and prioritisation
• Understand the role of the Problem Manager
• Learn how to manage all Problems and undertake root cause analysis
• Create key performance indicators (KPIs) and Known Error Control
• Create a known error database for Incidents and Problems
• Determine trend identification and Problem reduction
• Discover ITIL Best Practice options for Problem Management

Būtinas pasiruošimas

• Foundation Certificate in IT Service Management
• Practical experience in the field of Support and Restore

Programa

Introduction and scope of Support and Restore

• Planning for the implementation of Support and Restore processes
• The goals of integrated Support and Restore
• The basic concepts of Service Desk and Incident/Problem Management

Planning the function of the Service Desk Types of Service Desk

• Planning and control and tools required
• Service Desk infrastructure and technologies

Defining Incident Management

• Defining an Incident
• Incident control and classification
• Impact coding and known error databases
• Investigation and diagnosis

Incident Management

• Roles and responsibilities and use of second line support staff
• Awareness of Service Level agreements
• The Incident Management Process
• How to integrate Incident and Problem and Change Management
• Types of Incidents to determine Problem Management
• Maintain and update diagnostic scripts
• Report on the progress and Incidents
• Define procedures and work instructions from a process description
• Indicate where procedures can be optimised

Introduction to ITIL Problem Management

• Clustering Incident and Problem Management
• The Problem Management process
• Investigation and resolution of Incidents in support of the Service Desk
• Intervention to escalate and control Incidents through to resolution
• Identify the feedback necessary to the Service Desk to keep customers informed
• Identify where Service Desk scripts can be improved

Problem and Error Control Work Instructions and procedures

• Identify and define problems
• Classify problems determining priority, impact and category
• Determine the need for research and diagnosis
• How to initiate Requests for Change (RFC)
• Define procedures and work instructions for Problem Management

Problem Management Support Tools and Techniques

• Determining resources and managing the research and diagnosis activity
• Choosing appropriate support tools and techniques
• Implementation of such tools
• Review the Problem Control process
• Set up criteria for choosing the appropriate tool

Identifying and managing Known Errors

• Support tools and techniques
• Be aware of appropriate support tools and techniques
• Justify, procure and implement such tools as required
• Initiate reviews of the Problem Management process to identify weaknesses

The Role of the Support and Restore Manager

• Roles and responsibilities and use of second line support staff
• Defining the role of the Support and Restore Managers
• Responsibilities of the Support and Restore Managers

Support and Restore Reporting and Reviewing

• Being aware of the support tools and techniques available for the implementation
• Producing metrics and management information
• Incidents relating to Changes
• Performance of underpinning contract and internal suppliers
• How to measure the quality of the service and Service Desk and support groups
• The KPIs of Support and Restore

Support and Restore Auditing and Service Improvement

• What, how and when to audit the function of the Service Desk and Incident/Problem Management processes
• Support and Restore and Prevention
• Identify opportunities to be pro-active and analyse details of Incidents and Problems registered and how to initiate reviews to identify improvement opportunities
• Use of trend analysis to avoid or minimise effects of Incidents
• Instigate RFCs to resolve weaknesses and common Problems

Management Reporting

• Identify Problem Management reporting, how to produce regular and ad-hoc reports
• Report on key performance indicators (KPIs) of Problem Management

Service Desk Tools

• How to establish requirements and criteria for the Service Desk/Incident
• Management and the importance of the defined process prior to selection
• Associated technology at the Service Desk

Kita informacija

Course Review, Exam Preparation and Examination

The five day course consists of exercises, syndicate work and assignments that will assist in developing an action plan for the future.

Course structure

The course is practically based, combining short lectures with individual and group exercises and assignments. The course provides a very good introduction to IT Service Management and many organisations have chosen to send some or all of their IT staff on these courses in preparation for an implementation programme.

In Course Assessments/Assignments

Part of the examination is made up of an assessment whereby the course provider tests three assignments during the course. In order to obtain the IPSR Practitioner Certificate in IT Service Management the result of this assessment must be satisfactory.

Course Documentation

Delegates will receive a bound copy of the PowerPoint slides used during the course, a copy of the itSMF IT Service Management pocket-guide and access during the course to the OGC publications. Delegates will also receive assignments, mock exams, exercises and case studies.

OGC Publications

This course utilises OGC Publications Service Support and Service Delivery