Practitioner: Support and Restore (IPSR)

The ITIL Practitioner Support and Restore (IPSR) course is intended for professionals who manage, organize and optimize the operations of the Support and Restore processes in an IT Service Organization. The target group consists of operational staff and managers wishing to extend their skills in planning, monitoring, reporting and optimizing the Service Desk function and the Incident and Problem Management processes.

Before taking the Practitioner examination, the candidate must have attended accredited training and successfully completed the practical assignments, and hold the ITIL Foundation Certification.

The course covers the typical activities of a practitioner responsible for managing the Incident and Problem Management processes and the Service Desk function. It focuses on:

• Managing- Plan key activities in the Service Desk Function and the Incident Management and Problem Management processes; plan the exchange of appropriate information relevant to managing the Support and Restore processes; initiate actions to ensure key activities in the Support and Restore processes meet pre-defined and pre-established objectives; plan monitoring and reporting on the performance and achievements of the Support and Restore processes.
• Organizing- Organize the exchange of appropriate information with other IT Service Management processes, users and suppliers; maintain the Support and Restore procedures; organize and set up Service Desk responsibilities, functions, staffing levels and technologies; organize the relationships between the Service Desk and Incident Management, incident handling, relationships between Incident Management and Problem Management, Problem Control, Error Control, and proactive Problem Management.
• Optimizing- Monitor and optimize the Support and Restore processes; propose improvements, based on results of monitoring and/or reviews.

This 5-day course focuses on implementing and managing the Support and Restore activities, processes and functions that are required to stabilize an IT infrastructure through effective Incident and Problem Management processes and the Service Desk Function. It spans 4 days of lectures (40%) and hands-on activities (60%) and one day of exam review, preparation and testing. The course includes individual and group assignments required for certification as well as homework.