ITIL V2 Support and Restore (IPSR) Full Certification Online Learning and Study Book Course - The ITIL V2 Practitioner IPSR Complete Certification Kit

✍ Scribed by Tim Malone, Ivanka Menken, Gerard Blokdijk

• Publisher: Emereo Publishing
• Year: 2009
• Tongue: English
• Leaves: 275
• Category: Library

✦ Synopsis

ITIL® (Information Technology Infrastructure Library) V2 Practitioner Support & Restore (IPSR) Full Certification Study Kit including Coursebook & Online Learning Program, for ITIL® V2 IPSR Certification Exam success.

✦ Table of Contents

Title
......Page 2
Notice of Rights
......Page 3
How to access the eLearning Program......Page 4
Table of Contents......Page 5
1 INTRODUCTION......Page 7
2 GENERAL TERMS AND CONCEPTS......Page 17
3 INTRODUCTION TO SUPPORT AND RESTORE PROCESSES......Page 37
3.1 Introduction to Service Desk......Page 39
3.2 Introduction to Incident Management......Page 45
3.3 Introduction to Problem Management......Page 51
4 SUPPORT AND RESTORE......Page 57
4.1 Service Desk......Page 59
4.2 Incident Management......Page 109
4.3 Problem Management......Page 149
5 SERVICE DESK – REVIEW......Page 197
6 INCIDENT MANAGEMENT – REVIEW......Page 203
7 PROBLEM MANAGEMENT – REVIEW......Page 215
8 ASSIGNMENTS......Page 225
8.1 Assignment 1 – Service Desk......Page 227
8.2 Assignment 2 – Incident Management......Page 229
8.3 Assignment 3 – Problem Management......Page 231
9 ASSIGNMENT RESOURCES......Page 233
9.1 Case Study – RECE Shoe Company......Page 235
10 EXAM PREPARATION......Page 249
11 FURTHER READING......Page 265
INDEX......Page 266