Course Length:

3 Days

Course Description:

This course provides IT Managers and Practitioners with a practical understanding of IT Service Management, the underpinning core ITIL Service Delivery and Service Support Processes and implementation guidance. It describes a set of processes involved in developing an IT framework and features both lecture and interactive hands-on learning experience throughout the course. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management, or to participate in ITSM projects at any level. The ITIL Foundations Certification Exam is administered at the end of the course.

Who Should Attend:

IT Management, Business Unit Managers, IT Services Managers, Supplier Managers, Consultants and those responsible for the support and implementation of Information Technology will benefit from this course.

Benefits of Attendance:

Upon completion of this course, students will be able to:

• Identify the Key ITIL processes
• Identify the Benefits of implementing each ITIL process in an organization
• Identify the Basic concepts related to each ITIL process
• Identify the Activities and roles involved in each process
• Identify the Relationship of each ITIL process to other processes
• Identify the Factors that impact the effectiveness of each ITIL process

Prerequisites:

Familiarity with IT Services is recommended.

Course Outline:

• Introduction to ITSM/ ITIL
• Configuration Management - with Exercise
• Service Desk
• Incident Management
• Problem Management
• Change Management - with Case Study
• Release Management
• "I am the Incident" Exercise
• Service Level Management - with Exercise
• Availability Management - with Case Study
• Capacity Management - with Case Study
• IT Service Continuity Management
• Security Management
• Financial Management
• Wrap Up / Review of Sample Exam
• Exam Preparation Module
• ITIL Foundation Exam