ITIL Practitioner: Support and Restore– Course Content
1. Introduction to ITIL Support and Restore
- Overview of ITIL framework
- High level Support and Restore process relationships
- Benefits
2. Service Desk
- Service Desk Function activities
- Process Performance Indicators
- Reporting
- Optimising the Service Desk Function
- Service Desk Tools and Tool requirements
- Best Practice Implementation of Service Desk Function
3. Incident Management
- Process inputs and outputs
- Incident Management activities
- Process Performance Indicators
- Process relationships and Communication framework
- Optimising the Incident Management process
- Incident Management Tools and Tool requirements
- Best Practice Implementation of Incident Management
4. Problem Management
- Process inputs and outputs
- Problem Management activities
- Process Performance Indicators
- Process relationships and Communication framework
- From Incident to Problem to Change
- Roles and Responsibilities
- Optimising the Problem Management process
- Problem Management Tools and Tool requirements
- Best Practice Implementation of Problem Management
5. Implementation of Support and Restore
- Implementation framework
- Creating a business case
6. Process Maintenance and Improvement
- Process optimisation approach
- Monitor and optimize
- Plan and conduct audits
- Process governance
7. Other Standards
- AS8015
- AS8018
- Six Sigma
8. Support and Restore Simulation – Rails R Us
- Practice managing and organising the process in a simulated environment
- Practice optimising the processes in a simulated environment
- Understanding of interfaces and relationships between the processes
- Understanding of the information flows between the processes
