This 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 more effectively. The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL.
This is a 3 day course.
There are no pre-requisites for the course. Some evening work is advised during the course.
Delegates take a one-hour multiple choice examination at the end of the course. Successful candidates are awarded the ISEB Foundation Certificate in IT Service Management.
This course will enable delegates to:
- Describe the main concepts, benefits, impacts, techniques and methods associated with each of the IT Service Delivery and Service Support processes
- Understand the major deliverables, roles, tasks and responsibilities expected from service suppliers, clients, managers and staff
- Understand the disciplines/processes that help service management staff to deliver and support quality products and services
- Recognise the service improvements to be gained through correct implementation and the potential service disruptions that can occur if not correctly implemented
- Prepare for the ITIL Foundation Certificate examination
Those who are likely to become involved in IT Service Management, including:
- IT Managers and Staff
- Project Managers
- User Managers
- Those wishing to achieve the ITIL Foundation certification
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
Service Desk and Incident Management
How to manage and control incidents
First-line incident support
Problem Management
Isolating problems from incidents
Controlling problems and fixing errors
Third party issues
Change Management
Change control through the stages of impact analysis
Role of Change Manager and Change Advisory Board using
change methods
Release Management
Storing and releasing authorised software
Centralised/decentralised environments
Service Level Management
Developing service level/operational requirements
Catalogues, operational and service level agreements
Supplier/client management issues
Availability Management
Improving service availability
Service/supplier chains
Planning and maintaining IT systems
Capacity Management
Creating a capacity plan
Workload, resource, performance, applications and demand management
Business Continuity and IT Service Continuity Management
Creating a contingency plan
Business continuity planning
Typical risks to critical services
Risk management methods and disaster recovery
Financial Management for IT Services
How financial management works
Key principles of budgeting, accounting and charging
Do you want:
- a training course run on your premises (reducing accommodation and travel fees)?
- a course written or tailored specifically for your staff?
- a standard course run just for your staff?
Do you have:
- four or more people to train?
- a definite time at which the training needs to be provided?
Then you're probably looking for "in-house" training.
We can run any of our standard courses just for you. If you require something special, or a combination of several courses,
we can discuss this with you and tailor an event designed to meet your needs.
These courses can be run at a time convenient to you, either on your premises or at a separate venue.
The location can be specified by you or we can recommend a suitable venue if you prefer.
Need more help?
We can advise on combinations of training courses which typically prove the most effective. We can, if you wish, perform a full training needs analysis
of your staff, to help you to identify training needs, and the programmes of training to put into place to meet both your current and future needs.
What to do next...
- Decide what you want from this training - what are your objectives?
- Decide which course(s) you need, or whether something tailored is required;
- Decide approximately when you would like the training to be run;
- Ascertain when your people can be available and how many people in total you need to train.
Then please
contact us to discuss your needs.
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