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This new program replaces the individual Service Desk / Incident management & Problem Management Practitioner courses. It focuses on the implementation, management, & optimization of integrated processes required for achieving Service & Support.

Course Outline
This new program replaces the individual Service Desk / Incident management and Problem Management Practitioner courses. It focuses on the implementation, management, and optimization of integrated processes required for achieving Service and Support within an IT infrastructure and related IT Services.  The Service and Support program is offered over a 5-day period and includes a 2 hours formal examination on the afternoon of the fifth day. The course is 40 percent lecture and 60 percent hands-on individual and group practical exercises.

  • IT professionals responsible for implementing and/or executing tasks within the Service Desk, Incident and Problem Management processes
  • Process Manager (for Incident and Problem Management process)
  • Manager of the Service Desk function - Incident coordinator
  • Problem coordinator
  • Service Desk team leader or supervisor IT Service and Project Manager
  • Senior technical and operational staff
  • IT professionals and Consultants working in the area of IT Service Support and/or IT operations
  • IT working in the area of IT service delivery and/or IT operations
  • IT customers responsible for infrastructure Service and Support

Content and Objectives Through a series of lectures designed at achieving a clear understanding the ITIL Best Practice model and in various practical, individual and group assignments and discussions, participants will gain the necessary knowledge enabling them to develop, implement and manage an integrated Service Desk function with the Incident and Problem Management processes based on an effective Service and Support system.

Program assignments are not only designed to provide participants with practical hands-on experience in developing, managing, and optimizing effective processes, they also provide valuable re-utilizable models. 

The program prepares participants to take and successfully achieve EXIN certification in the Service and Support Practitioner Program
  • IPSR program objectives
  • Service Management in brief
  • The new role of IT
  • Common points of failure for IT
  • Benefits of good infrastructure IT Service and Support
  • Common process design and planning factors
  • Designing and standardizing processes
  • Defining process roles
  • Service Management tools
  • Interpretation and application of ITIL Service Support theory
Service Desk
  • Service Desk goal and objectives
  • Service Desk benefits
  • Service Desk activities
- User support
- Facilitate the restoration of normal operational service
- Promote added-value of the Service Desk
- Assist in the identification of business opportunities
- Interface with other processes and functions
- Manage communication
- Incident ownership – tracking, monitoring, escalation, and communication
- Planning an effective and integrated Service Desk Function
        + Planning and effective and integrated function
        + Service Desk structures and type
        + Integrated Service Management tools for the Service Desk
        + Defining the scope of the function
        + Defining Service Requests
        + Service Desk roles and responsibilities
        + Development of Service Desk procedures
        + Critical Success Factors for and effective Service Desk
        + Service Desk Quick Wins
        + Establish the interdependencies with other IT disciplines and Service     Management processes
        + Understanding Service Desk Key Performance indicators (KPIs)
  • Service Desk performance reporting
  • Service Desk Function performance review for efficiency and effectiveness
  • Recognize and overcome common roadblocks 
Incident Management
  • Incident Management goals and objectives
  • Business Drivers for Incident Management
  • Incident Management benefits
  • Incident Management activities
- Detection and recording
- Classification and initial support
- Investigation and diagnosis
- Resolution and recovery
- Incident closure
- Ownership, monitoring, and tracking of Incidents
- Performance reporting
- Planning an effective and integrated Incident Management process
- Planning the process
       + Process tools and techniques
       + Process Inputs and Outputs
       + Contents of an Incident Record
       + Incident Management required documentation
       + Designing classification scheme
       + Designing an effective Escalation chart
       + Developing an effective Incident Recording standard
       + Establishing Incident priority and related criteria
       + Integration to Problem Management and other processes
       + Developing an effective Incident Closure standard
       + Roles and responsibilities of Incident Management
       + Possible problems and consequences
       + Key performance indicators (KPIs)
       + Auditing the processes
       + Recognize process improvement opportunities
Problem Management
  • Problem Management goals and objectives
  • Problem Management key definitions
  • Problem Management benefits
  • Problem Management activities
- Problem Classification and Prioritization
- Problem Control
- Error Control (live and development environments)
- Proactive problem Management
- Regular and on-going tasks
- Periodic and occasional tasks
- Handling Major Problems
- Planning an effective and integrated Problem Management process
       + Planning the process
       + Process tools and techniques
       + Process Inputs and Outputs
       + Contents of an Problem and Error Record
       + Developing a Problem tracking form
       + Problem Management required documentation
       + Problem Management investigation techniques
       + Relationships with other processes and functions
       + Roles and responsibilities of Problem Management
       + Possible problems and consequences
       + Key performance indicators (KPIs)
       + Auditing the processes
       + Recognize process improvement opportunities
The ITIL Service and Restore Organization
  • Establishing an effective and efficient IT Service Management Program
  • Planning considerations
  • The Service and Support organization
  • Defining the roles
  • Process Owner and Manager responsibilities
  • Service and Support team structures
  • Key IPSR roles
Program Material
Ahead Technology’s Service and Restore Practitioner program includes copies of program material as well as a collection of valuable reusable reference documentation:
  • Program Slide Presentation
  • Service and Restore processes and function course notes
  • Sample examination questions and answers
  • A collection of valuable documentation
  • Sample Incident recording standard
  • Sample skills matrix and escalation chart
  • Sample priority definition
  • Sample Incident closure criteria
  • Sample classification
  • Sample standard document template
  • Problem Management investigation techniques
  • Process Owner and Manager responsibilities
  • ITIL acronyms and glossary

Prerequisites & Certificates

Foundation Certificate in IT Service Management Practical experience in the field of Service Desk, Incident and Problem Management

Certificates offered

Cancellation Policy
10 business day cancellation policy. if the course is confirmed and the student cancels within 10 days of the course, then they get charged and apply a credit for future courses. If they cancel outside of 10 business days, then there are no charges at all.
Map & Reviews
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Here are some reviews of the training vendor.
I realize that we are constantly dealing with technology, but I still think for a registration fee of almost $3,000, that a hardcover book should be included. I know that the option to print the book on a one-time basis exists.
Reviewed by 2016
Reviewed by 2016
The instructor was very knowledgeable and answered all questions. Jarod did an excellent job presenting.
Reviewed by 2015
The room was cold. I had to sit next to the space heater. It would be good to tell future patrons to dress warmly AHEAD of time. No suprises.
Reviewed by 2015
He was great and offered his contact info for further questions.
Reviewed by 2015
Howard was a fantastic instructor and the course was exactly what I required.
Reviewed by 2014
The trainer was excellent - the course exceeded my expectations.
Reviewed by 2014
This course provides an excellent overview and a bit of practice on the various functions of SharePoint 2013. I was disappointed at the number of exceedingly long breaks given after each module. I would have preferred less break time and more content to the course. Having never taken a SharePoint course with another provider, I don't know if this is the norm with all providers of just this one in particular.
Reviewed by 2014
I ranked the "Use of Technology" low because for Users who were remote the VM's that were setup were a little wonky. Could be very slow at times and then sometimes they needed to be refreshed to work properly with the lab. In some instances we couldn't follow along as replication would not occur fast enough and we would have our lab cut short (for us remote Users).
Reviewed by 2014
The instructor was good at remembering to acknowledge the online students even though he was facing a classroom of students also.
Reviewed by 2014
Insructor was not so good with the live examples. Also the handouts was not so useful
Reviewed by 2013
The trainer was excellent, very knowledgeable and had a lot of valuable experience to share. The problem was that there were way too many workshops that took too long and interfered with getting the maximum benefit from the instructor and the course.
Reviewed by 2013
This was quite informative. It was a great opportunity to have ‘real life’ discussions with certified PMs. The instructor had excellent examples and was able to share his PM experiences with us with concrete examples. In addition, this was a great opportunity to network with private sector/public sector PMs and develop a better appreciation of PM on both sides of the fence. Cheers, CL
Reviewed by 2013
Reviewed by 2013
I did not like the video format
Reviewed by 2013
As a remote attendee, it appeared the instructor paid attention to the "Attendee" and "Chat" windows only a few times throughout the day, so I was not confident that he would see if I sent a message or raised my hand during the course.
Reviewed by 2013
The chairs were not very comfortable and the material contained spelling and grammatical error (a few but still)as well as repetition of words.
Reviewed by 2013
Was a bit slow the last 1/2 day. Of course, for some, this was the last of a 4 day course (not just 2 days).
Reviewed by 2013
I really enjoyed the course and I learned a lot. The pace was excellent.
Reviewed by 2013
Reviewed by 2013
The room was excellent on its own - less distraction and no noise around you. There was no direction to the room when I walked in and therefore was not sure if I was heading in the right direction. We were not provided with the direction that there was coffee and fridge on the 3rd floor, and the bathroom floor was dirty.
Reviewed by 2012
This course was great, very informative, had Lionel as instructor and he was also very good.
Reviewed by 2012
Instructor was eager to assist but lacked subject matter expertise. Course time management was very poor. Content provided could have been delivered effectively in a one day course.
Reviewed by 2012
Good Course, good trainer. All questions addressed equally and in a timely professional manner.
Reviewed by 2011
The course content was interesting; however, the instructor didn't have enough knowledge about Microsoft Sharepoint 2010 Development and wasn't able to answer questions without google search. In the future CTE needs to make sure the instructors have real on-hands experience and are highly trained in the technologies they are supposed be teaching.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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