IT Service Management

IT Service Management

OBJECTIVES

• to introduce delegates to IT Service Management (ITIL)
• to gain an understanding of the ITIL processes and activities covered in the ITIL core guidance
• to understand the terminology and characteristics of good practice in ITIL
• to prepare delegates to apply the knowledge in the workplace
• to provide the foundation for further study

WHO SHOULD ATTEND?

• The IT Service Management program is aimed at all levels of staff. There are no prerequisites for this event although an awareness of IT issues and technologies will help with the understanding. Delegates will receive a broad introduction to the topics covered within ITIL V3 which can also be used as preparation for undertaking the official ITIL V3 Foundation Certificate examination if required

COURSE OUTLINE

DAY 1

• Welcome/Introductions
• Introduction to IT Service Management as a Practice
• The Service Lifecycle and Basic Concepts
• Service Strategy
  • Financial Management
  • Demand Management
  • Service Portfolio Management

DAY 2

• • Service Design
  • Service Level Management
  • Service Catalogue Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

DAY 3

• Service Transition
  • Change Management
  • Service Asset & Configuration Management
  • Release & Deployment Management
  • Knowledge Management
• Service Operation
• Operational Functions:
  • • The Service Desk
    • Technical Management
    • Applications Management
    • Operations Management
      • Operations Control
      • Facilities Management

DAY 4

• Service Operations continued
  • Operational Processes
  • Incident Management
  • Problem Management
  • Event Management
  • Access Management
  • Request Fulfillment Management

DAY 5

• Continual Service Improvement
• Technology, Tools and Architecture
• Course administration
• Course Closure