Course number HG876S

Delivery method
Remotely assisted instructional learning (RAIL)
Onsite dedicated training (OST)

Course overview
This 4-hour virtual instructor-led course is intended for people who have taken ITIL Practitioner Support and Restore (v2) and would like to extend their knowledge of how IPSR content fits into the context of ITIL v3.

Prerequisites
Completion of course UA575S ITIL Practitioner Support and Restore

Audience
Students who have taken ITIL Practitioner Support and Restore (IPSR) training.

Course objectives
Participants will gain an understanding of

• Key changes to support and restore processes from ITIL v2 to ITIL v3
• How those processes fit into the overall IT Service Life Cycle

Benefits to you

• Increased understanding of the overall structure of ITIL v3 and its potential contribution to more effective implementation of support and restore processes
• Learn this material from an ITIL Expert certified instructor
• Get answers to questions about how ITIL v3 impacts your ITIL v2 implementation

Course topics

Introduction to Service Management and the Service Lifecycle

• Service Management, Services, Functions, Roles and Processes
• The Service Life Cycle phase and each one’s contribution to business objectives o Service Utilities and Warranties
• The ITSM Life Cycle

Creating a new service - working through the fives stages of the Service Lifecycle

Operational Support and Analysis Processes and Functions and how they differ from V2 IPSR

• Processes
  - Event Management
  - Incident Management
  - Request fulfillment
  - Access Management
  - Problem Management
• Functions
  - Service Desk
  - Technical Management
  - IT Operations Management
  - Applications Management
• Monitoring and Control (Not a Function but a common activity)

• Upis u radnu knjižicu: ne
• Certifikat: ne
• Uvjerenje: ne
• In-house: ne
• Svjedodžba: ne
• Diploma: ne