DIGANO - Making a Difference

WHAT

The IT Infrastructure Library (ITIL) is accepted as the most effective and efficient framework for managing and controlling the quality and costs of delivering IT services and keeping them aligned with business needs and ever changing business direction.

This course provides the students with an indepth knowledge of and practical hands-on experience in the following topics:

The course is based on the ITIL volume "Service Support", and also covers the process dependencies with the volumes "Service Delivery" and "Security Management". The course includes a hardcopy and softcopy of the Hitchhiker's Guide to ITIL (in pdf format).

ITIL is a framework based upon world best practices.

WHY

As the impact of global business competition is increasingly felt by organisations worldwide, technology is changing at light-speed, knowledge becomes harder and harder to retain, and outages of IT systems start to affect the survivability of organisations, one can no longer afford to operate a business in today’s world without structure and control.

Organisations need structure and control in order to survive.

WHO

The IT Service Management Support and Restore course is suitable to anyone with an affinity or interest in management best practices. Although it is beneficial to have some experience with IT, this is not a prerequisite as this course focuses on the management of IT, not on the underlying IT technology.

Students must possess the Foundation certificate in IT Service Management (ITIL) to be able to enrol in the Support and Restore course, as the Support and Restore course builds on the Foundation knowledge. A good mood, sense of humour and willingness to learn from each other are also prerequisites for this course.

Students must provide evidence that they have succesfully passed the ITIL Foundation exam. A copy of their ITIL Foundation certificate, or the ISEB/EXIN candidate number must be provided upon enrolment.

Once the course has been completed, students can decide to sit a two hour multiple choice exam that will lead to internationally recognised ITIL Support and Restore Certification (certification on Practitioner's level).

Anyone that works in either management or IT will benefit from the ITIL Foundation course.

WHEN

The IT Service Management Support and Restore course can be scheduled as an internal course by any organisation in the world at a place and time that suits them, and at the same time also fits in DIGANO's schedule. The course is only available as a 5 day course, and has a total of 38 contact hours. The course includes an incourse assessment where the student is required to complete a number of competency based assignments, before the exam can be taken.

Please refer to our online schedule for public training dates in your region.

This course comes with full online support resources, such as mock exams, summaries and templates. The course has been developed in Australian/UK English, but on request, can be tailored to meet local conditions, language and culture.

Whenever you feel it’s time to increase quality of services, reduce costs, and realign IT with the Business.

WHERE

The IT Service Management Support and Restore course runs regularly in all major cities of Australia and New Zealand. However, we support any organisation anywhere in the world when it comes to IT Service Management.

On request internal courses can be arranged to suit your own specific needs. Organising your own internal courses is typically more efficient and can be tailored to gain maximum effect.

We typically recommend an offsite training venue, not co-located with the work-environment, to provide students with maximum learning experience.

Whenever you feel it’s time to increase quality of services, reduce costs, and (re-)align IT with the Business.

HOW MUCH

A course will be scheduled for a minimum of 6 participants and a maximum of 16 participants. This is not a DIGANO requirement, but a requirement from the examination institute.

Please contact DIGANO if you would like to run a Support and Restore course in your own organisation. We're a small and flexible organisation, and can offer training any time, any day, any place.

Knowledge is the engine that makes your organisation run. Keeping the engine lubricated is priceless.

PREVIEW

We don't believe in slides and presentations with lots of text, but do believe in interactive discussion, pictures, animation, games, puzzles, quizzes, role-play and use of video. In others words - we are "Making a Difference" - we are creative communicators! We also believe in using online resources to add to the value of class-room based training. We call this hybrid (or blended) training and it seems to work a lot better than following only online or only class-room based training.

Quality is Life - Life is Quality!

TEST

Please try to answer the following seven questions. These are questions for which the anwers will be provided in the course.

1. What data-flows exist between the Support and Restore processes?
2. Describe the various roles used within Problem Management.
3. What KPIs can be used to measure the performance of the Service Desk?
4. How does Deming apply to the Support and Restore processes?
5. Describe the process of adding, modifying and deleting Known Error Records from the knowledgebase.
6. Why do cultural change factors play an important role in centralising your Service Desk?
7. What must be done to optimise the communication between first, second, and third level support teams?

Knowledge is nothing without the abilty of applying it to the real world.

TERMS

As each course has its own fixed and variable costs, DIGANO is forced to apply a set of conditions to minimise the number of cancellations, reschedules, and student substitutions.

• Cancellations between 14-28 days prior to course commencement incur a 25% course fee.
• Cancellations between 7-14 days prior to course commencement incur a 50% course fee.
• Cancellations up to 7 days prior to course commencement incur a 75% course fee.
• Substituting students is always possible as long as they adhere to the rules and regulations of the course being booked (e.g. a Foundation Certificate is required for all courses above Foundation level).
• Full payment is required before a student is enrolled in a course, unless DIGANO has another formal agreement with the customer.