PreRequisites:
A general level of IT literacy. A background in IT or experience gained in the liaison between IT and the business itself would be useful.
Objectives:
Learning Objectives:
- Understand ITIL® and what it can do for Service Management.
- Understand how to implement ITIL®, maximise your benefits while minimising your risks and costs.
- Understand leadership's role in the successful application of ITIL®.
A detailed, modular introduction to the concepts, terms, definitions, benefits, objectives, and relationships within core IT Service Management processes and functions, according to the ITIL® best practice framework.
The course is based on principles described in ITIL®’s Service Support and Service Delivery books. The course prepares participants for the exam leading to the Foundation Certificate in IT Service Management.
Topics covered in the course include:
ITIL® IT Service Management Processes
Service Desk: Understanding its role and function in the IT infrastructure and its relationship with:
ITIL® Service Support Processes:
- Incident Management: Definition of an incident, description of Incident Control.
- Problem Management: Definition of a problem and known error, proactive problem management.
Configuration Management: Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes.
- Change Management: Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes).
Release Management: Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing.
ITIL® Service Delivery Processes:
- Service Level Management: Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs).
- Financial Management for IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies.
- Availability Management: Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting.
- Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan.
IT Service Continuity Management: Review of business continuity, risk analysis and risk management, defining assets, threats, vulnerabilities and countermeasures (protection and recovery), development, testing and maintenance of the IT Service Continuity Plan, IT recovery options and management roles.
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