Course Schedule:
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ITIL Exam is $250 excluding GST
Overview:
This 3 day course is for IT professionals, involved in the delivery of business-focused IT services, who require a sound understanding of best practice Service Management processes and procedures. It also provides the opportunity to gain a recognised entry-level professional qualification in IT Service Management.
Learning Method:
This course will be presented over 3 days in our state-of-the-art facilities. You will receive expert instruction from an ITIL specialist who will present the course using a slide presentation and facilitated discussion. The format of the course is highly interactive and designed to present the information in memorable, manageable segments. Throughout the course, delegate’s understanding of the material will be tested through the use of exercises and examination style questions.
Each delegate will receive a copy of the itSMF IT Service Management pocket book which is a companion to the IT Infrastructure Library.
Who will benefit from this course?
Professionals engaged in the planning, resourcing and procurement of IT infrastructure,
Pre-requisites:
There are no pre-requisites for this course.
What can you expect to gain from this course?
This course will give you an understanding of best practice Service Management processes and procedures.
At the end of the course you will have the option to sit a one hour multiple choice examination leading to the Information Systems Examination Board (ISEB) Foundation Certificate. There is an additional cost per delegate for those electing to sit this examination.
Course Content:
Module 1:Introduction to Service Management
- The place and case for ITIL
- Achieving a service culture
- Managing perceptions
Module 2:Service Level Management
- Implementing service level management
- Choosing SLA structures and content
- Monitoring, reporting and reviewing
Module 3:Incident Management
- What constitutes an incident
- The incident lifecycle
- Different roles in incident resolution
Module 4:Problem Management
- How problems are identified
- The purpose of known errors
- Proactive problem management
- Role and responsibilities
- Desk structures – local, central, virtual
- People and technologies
Module 6:Configuration Management
- Planning effective configuration management
- Configuration items and the configuration management database
- The five key stages (PICSV)
Module 7:Change Management
- A scalable process for managing change
- Role of the change manager and the change advisory board
- Standard change models
Module 8:Release Management
- Relationships to change and configuration management
- The definitive software library (DSL)
- Release types
- Releasing and rollouts
Module 9:Availability Management
- Availability and reliability
- Understanding the customer view and calculating availability
- Techniques for improving availability
Module 10:IT Service Continuity Management
- Relationship to business continuity management (BCM)
- Main stages of IT service continuity management
- Identifying risks and countermeasures
- Contingency options and disaster recovery
Module 11:Capacity Management
- The three sub-processes
- Capacity management activities
- The capacity plan and other outputs
Module 12:Financial Management for IT Services
- How budgeting, accounting and charging work together
- Budgeting and cost types
- IT accounting and producing a cost model
- Charging and charging policies