Course Overview
During this 3 day course, delegates will learn about the internationally recognized best practice concepts of the IT
Infrastructure Library (ITIL®) and the benefits that can be gained by adopting the processes. The Foundation course is designed to enable delegates to understand the disciplines and processes that help service management staff to deliver and support quality products and services.
Objectives
Understand the main processes, their relationships, benefits and challenges.
Understand how these processes contribute to making an IT organization manageable.
Learn the most important ITIL definitions.
Gain access to a standardized vocabulary.
Prepare yourselves for the ITIL® Foundation in Service Management exam
Target Audience
People working in IT Service Management who may be new to the role or may already have experience in this function.
IT Service Providers
IT Directors and Managers
CIO’s
Business Managers
ServiceManagement Consultants
Any organization that depends on IT Services
Course Benefits:
Building Awareness of IT Service Support and Delivery Best Practices
Gaining understanding of howto ImproveWork Processes toManage an IT Infrastructure
LeveragingNewKnowledge into Proactive IT/Customer Relationship
Achieving Professional Certification and Increased Credibility with Customers, Peers and Partners
Identify fundamental processes involved in IT service management and how to integrate them into your business' IT services model
Learn tomove the reactive relationship between IT and users to a proactive relationship
Learn ITSM concepts via a fun and interactivesimulation
Course Content
Servicemanagement
Introduction to IT Service Management
ITIL introduction
Continuous improvement
Mock exams (homework)
:: Course ITIL v.2 ::
Servicedesk
Handling calls
Servicedesk options
Front-officeversus back-office
Incident management
The difference between incidents, problems and known errors
Incident control process
Classification, prioritization and escalation
Problemmanagement
Problems and known errors
The problems control and error control processes
Reactive and proactive problemmanagement
Configuration management
Providing information on the IT Infrastructure
Configuration items
Configuration management database
Changemanagement
Changemanagement process
Approving and scheduling changes
Change advisory board
Emergency changes
Releasemanagement
Release and distribution process
Release policies and types
Definitive software library
ServiceLevel Management
Service level and operational level agreements
Underpinning contracts
Serviceimprovement program
Customer Relationship Management
Financial management
Budgeting, accounting and charging
Cost models and cost categorization
Cost recovery
Capacity management
Capacity database
Demand and workload management
Resource and performance management
Capacity planning
Availability management
Reliability and maintainability
Resilience and serviceability
Calculating availability
:: Course ITIL v.2 ::
IT service continuity management
Risk analysis
Planning for potential disasters
Testing and executing continuity plans
Examination: ITIL foundation for IT service management
Exam preparation
Take the ITIL foundations certification exam
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.