Apex Consulting Services
Public Schedule
May 31 to June 4, 2010
ITIL V2-V3 Manager's Bridge
Ottawa, ON
ITIL V3 Courses Now Available
Foundation
V3 Foundation
V2-V3 Foundation Bridge
Lifecycle Courses
Service Operation
Service Transition
Capability Courses
Operational Support & Analysis
Release Control & Validation
Service Offering & Agreement
V2-V3 Managers Bridge
Accredited Partners
Fox IT

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 must hold a Foundation Certificate in IT Service Management.

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