ITIL® practitioner
support and restore

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 for this course:

• Must hold a Foundation Certificate in IT Service Management
• Should have 5 years experience in IT
• Should be familiar with the Service Desk, Incident Management, and Problem Management chapters in the ITIL Service Support book

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

• Scope

• Basic concepts

• Terminology

• Service Desk

• Introduction

• Responsibilities

• Imlementation projects

• Justification

• Planning and people

• Environment and tools

• Incident Management

• Introduction

• Lifecycle

• Management actions

• Classification

• Roles and responsibilities

• Optimization

• Problems, costs, and benefits

• Problem Management

• Introduction

• Problem solving

• Proactive management

• Roles and responsibilities

• Planning

• Interfaces

• Tool selection

• Mock Exam

• Reporting and metrics

• Summary

• Examination

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July 30, 2010 | terms of use | ©2010 Fox IT, LLC. All rights reserved.

ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the US Patent and Trademark Office.