1360 | ITIL® Practitioner Support and Restore

Price: Call 866.WESTLAKE for a quote
Duration: 5 Days, 8:30am-4:30pm
Delivery: Customized Onsite

Partner Course **WestLake Vouchers/Passes are not applicable**

By using a number of practical case studies the participant will learn in this ITIL® Practitioner course how  the Incident- and Problem Management Processes and Service Desk function can be implemented effectively. Besides the key concepts of ITIL attention will be paid to the preparation and implementation of procedures and instructions using the ITIL® Processes Incident- and Problem Management and the Service Desk function in practice.

This is a 4 day course with an additional optional 5th day for exam preparation and taking the certification exam.

Both through lecture, and the simulation, participants will:

• Learn how to organize, manage and improve the Support and Restore Processes
• Learn how to define and implement procedures related to these processes
• Learn about in depth concepts of Support and Restore
• Learn about specific tasks and responsibilities of Service Desk, Incident- and Problem Management
• Learn how to establish interfaces between Support and Restore Processes and other processes
• Learn how to create reports and understand which KPI’s are useful

Target Audience:

Participants for this practitioner course are working in an IT environment within the scope of one or more of the Support and Restore processes. They are ITIL® Foundation certified and want to gain more experience in managing, organizing and optimizing these processes in their own organization.

• Prerequisites:
  

Potential candidates should:

• Be certified at ITIL® Foundation level
• Have some experience in one of the three processes
• Prepare themselves by re-reading foundation material specifically on the subject of the processes mentioned above
• Be willing to share their experiences on the subject good and bad

• Certification:
  

This course prepares the participant for the official EXIN exam of ITIL® Practitioner Support & Restore.
Participants are not obliged to take the exam after attending the course.  Participants who choose to take the exam are prepared extensively through test exams and instructor feedback.  

The exam is a 40 question multiple  choice exam. Answering at least 26 questions correctly is required to pass the exam. Participants will be assessed by the instructor, using practical case studies and exercises.
The ITIL® Practitioner Certificate Support & Restore can be obtained passing both the In Course  Asessment and the exam.

Accreditation:

The Certification Institute (EXIN) has accredited WestLake’s partner Quint Wellington Redwood to provide this course, assessment and exam which leads to an official ITIL® Practitioner Support & Restore Certificate. EXIN accreditation means that the quality of this course is assured by approved course material, accredited instructors and active performance monitoring by EXIN auditors.