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I6003 - ITIL Practitioner Support & Restore - 5 days
[ Course Schedule ] ITIL Practitioner Support and Restore is a five-day instructor-led course that:
Provides guidance on the design and implementation of incident and problem management processes integrated with the service desk
Prepares students to pass the Practitioner Support and Restore exam
duration
5 days
level
Intermediate
prerequisites
Students must hold a Foundation Certificate in IT Service Management.
examination
This course includes the exam leading to the Practitioner Certificate in IT Service Management, Support and Restore.
course materials
All students receive a course manual
course syllabus
Introduction to Service Management
Introduction to Configuration Management
o Scope
o Basic concepts
o Terminology
Service Desk
o Introduction
o Responsibilities
o Imlementation projects
o Justification
o Planning and people
o Environment and tools
Incident Management
o Introduction
o Lifecycle
o Management actions
o Classification
o Roles and responsibilities
o Optimization
o Problems, costs, and benefits
Problem Management
o Introduction
o Problem solving
o Proactive management
o Roles and responsibilities
o Planning
o Interfaces
o Tool selection
Exam
Reporting and metrics
Summary
Examination
Contact the training coordinator for pricing and details at 613-563-NOVA (6682)
Ext:267 0r training@novaknowledge.com
Nova Networks can also customize this course to topics of your choice which will reduce the course cost.
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