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ITIL Practitioner: support & restore

Intended for

You are a professional who will be part of the management and the optimisation of the ITIL-processes incident and problem management in an IT-service organisation.

Background

For this training you should have a good background of ITIL at a foundational level (see ITIL Foundation V2 (with exam)). You have several years of working experience with one or more ITIL processes, particularly incident and problem management.

Training method

At least 60% of time is spent on practical exercises and group discussions.

Course leader

ISTYA (ITIL accredited by ISEB or EXIN).

Duration

5 days.

Schedule

No public sessions are currently scheduled. We will be pleased to set up an on-site course or to schedule an extra public session (in case of a sufficient number of candidates). Interested ? Please contact ABIS.

Objectives

Working with strong professionals is enthusiastic, both for the professional, for his manager as for the organization as a whole. The professional gets real and unquestionable possibilities to grow, the manager can get easy return and the organization will be more effective.

ITIL tm (*) trainings are key factors in the development of strong professionals. Utmost important is however that these trainings provide practical and hands-on tips and tricks on how to get to the next step. Combining in-depth knowledge of a set of processes with hands-on recommen-dations are the strongholds of our ITIL Practitioner support and restore course.

This clustered practitioner focuses on skills and competencies needed for team and process managers at the heart of service provision: managing quality and stability in an ever changing and hustle environment.

(*) ITIL tm is a registered trademark of OGC (Office of Government and Commerce).

Main topics

  • Introduction and IT service management overview
  • Support and restore management overview
  • Service desk
  • Incident management
  • Problem management
  • Support and restore management
  • EXIN Examination