1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification

 
Course: 189   Type: Course Workshop   Duration: 5 Days
 
 

You Will Learn How To

  • Prepare for and take the ITIL Service Desk, Incident and Problem Management Certification Exam
  • Plan key activities for the Service Desk and the Incident and Problem Management processes
  • Define the monitoring and reporting requirements of key performance indicators and achievements
  • Organize the relationships between the Service Desk, Incident and Problem Management processes
  • Propose continuous improvements for the Service Desk, Incident and Problem Management processes
  • Optimize the Service Desk, Incident and Problem Management processes

Course Benefits

Successful implementation of ITIL Service Desk, Incident and Problem Management best practices enables IT departments to reduce downtime and costs and ensure customer satisfaction. In this course, you learn how to plan, implement and optimize the Service Desk and Incident and Problem Management processes and gain the skills required to take the ITIL Service Desk, Incident and Problem Management Certification Exam.

Who Should Attend

Those who want to achieve ITIL certification. Knowledge at the level of Course 187, "ITIL v2: Achieving Foundation Certification," or Course 197, "ITIL v3: Achieving Foundation Certification," is assumed. The ITIL Foundation Certificate (v2 or v3) is required to take the ITIL Certification exam on the final day of class.

Course Workshop

Through extensive interactive activities, you gain knowledge of the Service Desk, Incident and Problem Management processes. Workshops include:
  • Identifying key considerations for setting up a Service Desk
  • Applying the Incident Management Lifecycle for successful and timely resolution of Incidents
  • Establishing impact, urgency and priority criteria
  • Eliminating repeat errors in the infrastructure through effective Problem Management

Related Courses

 
The PMI R.E.P. logo is a registered mark of the Project Management Institute, Inc. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logoTM is a Trade Mark of the Office of Government Commerce. 		 

Upcoming Dates

Mar 2 - 6, 2009
 Ottawa
Mar 2 - 6, 2009
 Washington, DC (Reston, VA)
Apr 13 - 17, 2009
 Toronto
Jun 15 - 19, 2009
 Washington, DC (Reston, VA)
Jul 6 - 10, 2009
 Ottawa
Jul 20 - 24, 2009
 Washington, DC (Rockville, MD)
Aug 3 - 7, 2009
 New York
Aug 10 - 14, 2009
 Toronto

For complete schedule, please visit www.learningtree.com
 
http://www.learntree.com/courses/189pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification

 
Course: 189   Type: Course Workshop   Duration: 5 Days
 
 
Course 189 Content
 

Introduction and Overview

  • Managing, organizing and optimizing the Service Desk, Incident and Problem Management processes
  • Service Desk
  • Incident Management
  • Problem Management

Planning the Key Service Desk, Incident and Problem Management Activities

Service Desk

  • Determining the objectives and scope
  • Defining the roles and responsibilities
  • Mapping the Service Desk activities

Incident Management

  • Managing the Incident Lifecycle
  • Planning the monitoring and reporting of process effectiveness

Problem Management

  • Employing Proactive Problem Management
  • Planning for Problem Control and Error Control

Exchanging Information

  • Establishing information exchange between the Service Desk, Incident and Problem Management processes
  • Integrating with other Service Management processes

Monitoring and Reporting

  • Identifying key issues impacting effective operation
  • Establishing metrics and management information
  • Developing and monitoring critical success factors and key performance indicators

Maintaining the Procedures

  • Mapping Service Desk, Incident and Problem Management procedures to daily work activities
  • Defining criteria for impact, urgency and priority
  • Functional and hierarchical escalations
  • Resourcing for Incidents, Problems and Known Errors

Administering Problem Management

  • Utilizing Problem analysis methods
  • Identifying the root cause
  • Problem Control
  • Error Control
  • Prioritizing Problems based on the business impact

Establishing the Service Desk

Service Desk structures

  • Local
  • Central
  • Virtual
  • Evaluating global "follow the sun" support
  • Choosing the most effective Service Desk model

Service Desk functions

  • Designating responsibilities and staffing levels
  • Implementing Service Desk-specific technologies
  • Empowering the Service Desk to meet customer needs

Incident Management Relationships

Service Desk with Incident Management

  • Involving support groups
  • Ownership, monitoring and tracking of Incidents
  • Communicating Incident status with users

Managing the Incident process

  • Handling Incidents and Service Requests
  • Ensuring resolution, recovery and closure of Incidents

Incident Management with Problem Management

  • Matching Incidents to Problems and Known Errors
  • Workarounds and resolutions of Incidents
  • Identifying Major Incidents to Problem Management
  • Resolving Incidents, Problems and Known Errors through a Request for Change

Optimizing the Service Desk, Incident and Problem Management Processes

  • Analyzing process outputs
  • Proposing process improvements
  • Utilizing key performance indicators
  • Implementing reviews for process effectiveness
  • Establishing ongoing quality improvements
  • Applying quality standards
 
http://www.learntree.com/courses/189pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification

 
Course: 189   Type: Course Workshop   Duration: 5 Days
 
 

Course Tuition
$ 3,090 Standard Tuition
Tuition with a Savings Plan
$ 2,250 10-Day Pass
$ 1,625 Premium-Pass
$ 2,200 Voucher 10-Pack
$ 2,785 Alumni Gold Discount
$ 2,744 Government Discount
 
 

Your Course Tuition Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate awarding Continuing Education Units
  • FREE participation in Professional Certification
  • FREE participation in College Credit programs (including related exams)

Important Course Information:

  • Approximately 5-8 hours of pre-course preparation
  • 1 hour of home study each evening
  • Each participant receives the ITIL Service Support book
  • The course fee includes the ITIL Service Desk, Incident and Problem Management Certification Exam
  • The ITIL Foundation Certificate is required to take the ITIL Service Desk, Incident and Problem Management Certification Exam, which is given on the final day of class.

Special Course Promotions:

Save $150 on Course 192: ITIL® v2-v3 Foundation Certification Bridge (reg price $650) if you have previously attended course 187, 188 or 189. No time restriction on previous course attendance.
 
 

Tuition Savings Plans

Training Passport
  • 3 courses in 12 months
  • As little as $1,670 per course
  • Savings as much as 45%
  • Only $5,000
Premium Pass
  • 4 courses in 24 months
  • As little as $1,625 per course
  • Save as much as 45%
10-Day Pass
  • A NEW way to save on training
  • 10 days of training for one person
  • Save as much as $990 per course
  • Only $4,500
Training Vouchers
  • Save as much as $990 per course
  • Fully transferable
  • As low as $2,200 per course
Alumni Gold Discount Attend your first course and you'll receive a personalized Alumni Gold Discount card, entitling you to save as much as $305 on each course you take within the following 12 months. Take just one course each year and you'll be entitled to ongoing discounts...year after year!

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course--and then pay only if you feel the course was well worth the tuition.

Enrolling is Easy and Flexible!

Enroll by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrollment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learntree.com/courses/189pf.htm