ITIL training courses, ITIL training V2

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This ITIL training course is based on the IT Infrastructure Library (ITIL) and therefore provides the common sense and practical advice required to help new and experienced Service Support and Delivery staff to do their job better. ITIL is the International Service Management standard as described in the IT Infrastructure Library - published by OGC

The objectives of this ITIL® Foundation training course is to enable delegates to understand the major deliverables, roles, tasks and responsibilities expected from service suppliers, clients, managers and staff.

ITIL FOUNDATION TRAINING COURSE V2 - 3 DAYS

INTRODUCTION
The control, resolution, release and delivery processes, IT infrastructure library (ITIL). The total life cycle approach. The ITIL Framework.

CONFIGURATION MANAGEMENT
How to identify, control, account for and verify IT assets. The configuration management database

SERVICES DESK AND INCIDENT MANAGEMENT
How to manage and control incidents; what is 'first-line incident support.'

PROBLEM MANAGEMENT
How to isolate problems from incidents, control problems and fix errors. 3rd party issues

CHANGE MANAGEMENT
How to control changes through the stages of impact analysis, assess, authorise, prioritise, schedule, test and implement. Role of Change Manager and Change Advisory Board using change methods

RELEASE MANAGEMENT
How to store and release authorised software into centralised and decentralised environment

SERVICE LEVEL MANAGEMENT
How service level/operational requirements, catalogues, operational and service level agreements are developed. The supplier/client management issues

AVAILABILITY MANAGEMENT
How to improve service availability. Service/supplier chains. Planning and maintaining IT systems

CAPACITY MANAGEMENT
How a capacity plan is created. Workload, resource, performance, applications and demand management

BUSINESS CONTINUITY AND IT SERVICE CONTINUITY MANAGEMENT
How a contingency plan is created. Why business continuity planning is vital. Typical risks to critical services. Risk management method. Disaster recovery operations

FINANCIAL MANAGEMENT FOR IT SERVICES
How financial management works. Key principles of budgeting, accounting and charging.

OPTIONAL

The ISEB Foundation Certificate in IT Service Managment examination is a closed book, one hour, 40 question multiple-choice paper. The pass mark is 65%.

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