itSM Solutions® LLC
itSM Solutions® is an accredited courseware and training provider (ACP/ATP) specializing in the development and delivery of ITSM training solutions for IT professionals. itSM Solutions® is also recognized by PMI® as a Global R.E.P. with many of our courses accruing Professional Development Units (PDUs).
Venue Options
- Public
Delivered at public training centers around the world, this instructor led classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Public Classes and Schedules.
- Onsite
Delivered at your location, this instructor led, classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam. (minimum 6 students)Click to list Onsite Classes.
- Webinar
Delivered at your location over the internet, this virtual classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Webinar Classes.
- Online Mentor
Delivered at your location, this online, one-on-one mentoring solution incorporates a video based curriculum and a live certified mentor to help participants internalize the concepts of ITSM and ITIL while preparing for the exam. This option provides both training coordinators and student the maximum flexibility in pricing, scheduling, venue, learning time, book delivery, travel & expense and class size.Click to list Online Mentor Classes.
- Online Web
Delivered at your location, this online, web mentoring solution incorporates a web based curriculum to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Online Web Classes.
ITIL Process Consulting Workshop: Support & Restore
Course Description
This "how to" workshop helps IT practitioners acquire the skills to plan and implement the Support & Restore process areas (Incident and Problem Management) along with the Service Desk function. Delivered over four days the course features lectures, discussion, team exercises and quizzes. Highlights of the program include producing a Support and Restore process design, integration and technology requirements plan.
Course Outline
- Day 1
- Continuous Service Improvement
- ITSM Concepts
- Process Maturity Framework
- Process Concepts
- Project Concepts
- Process Guides
- Goal-Question-Metric (GQM)
- GQM Lab
- Service Desk - Activity Review
- Day 2
- Service Desk - Managing Activities
- Service Desk - Organizing Activities
- Service Desk - Optimizing Activities
- Service Desk - Lab
- Incident Management - Activity Review
- Day 3
- Incident Management - Managing Activities
- Incident Management - Organizing Activities
- Incident Management - Optimizing Activities
- Incident Management - Lab
- Problem Management - Activity Review
- Day 4
- Problem Management - Managing Activities
- Problem Management - Organizing Activities
- Problem Management - Optimizing Activities
- Problem Management - Lab
- Communications Planning
- Process Integration
Who Should Attend
Process owners, project managers, process implementation team and managers responsible for the successful implementation of ITSM processes.
Prerequisites
Participants must hold a ITIL Foundation Certificate.
Exam
None
Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.