ITIL® FOUNDATION
The IT Infrastructure Library (ITIL) is the only consistent and comprehensive documentation of best practice for IT Service Management, used by many thousands of organisations around the world. In essence, ITIL is a 'roadmap', a methodology for implementing and managing IT Services. It sets out major goals and directives for specific disciplines that can keep your processes in complete control. The OGC describes ITIL as "the world de facto standard for service management" because of its widespread use internationally.
Course Content
Introduction
The control, resolution, release and delivery processesIT Infrastructure Library (ITIL)
The total life cycle approach
The ITIL Framework
Configuration Management
How to identify, control, account for and verify IT assetsThe configuration management database
Service Desk and Incident Management
How to manage and control incidentsFirst-line incident support
Problem Management
Isolating problems from incidentsControlling problems and fixing errors
Third party issues
Change Management
Change control through the stages of impact analysisRole of Change Manager and Change Advisory Board using
change methods
Release Management
Storing and releasing authorised softwareCentralised/decentralised environments
Service Level Management
Developing service level/operational requirementsCatalogues, operational and service level agreements
Supplier/client management issues
Availability Management
Improving service availabilityService/supplier chains
Planning and maintaining IT systems
Capacity Management
Creating a capacity planWorkload, resource, performance, applications and demand management
Business Continuity and IT Service Continuity Management
Creating a contingency planBusiness continuity planning
Typical risks to critical services
Risk management methods and disaster recovery
Financial Management for IT Services
How financial management worksKey principles of budgeting, accounting and charging
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