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NES AIM Academy Courses

Duration: 3 days 
 
Description
This 3 day course is for IT professionals who are involved in the implementation or operation of an IT Configuration Management process, including Change and Release Management, and who wish to understand the practical issues involved in implementing and operating the processes to the guidelines laid out in the IT Infrastructure Library (ITIL®).

Structure
The format of the event is highly interactive and designed to present the information in memorable, manageable segments. Through the use of exercises and facilitated group discussion, delegates will be given full opportunity to test their understanding of the theory and the practical challenges they are likely to face as they put the theory into practice.

Course Documentation
Each delegate will receive a comprehensive course handout containing course slides and supporting documentation.

Course Content
Introduction to Service Management

  • The place and case for ITIL®
  • Achieving a service culture
  • An overview of the integrated ITIL® approach and the position Configuration, Change and Release Management

Preparation

  • Setting the goal
  • Making the case for the Configuration and Change Management
  • Gaining Management Commitment

Designing the Processes

  • Vision, roles and responsibilities, and objectives
  • The Toolkit – evaluating and selecting

Configuration Management

  • Designing and Implementing a Configuration Management Database
  • The Configuration Management Lifecycle

Change Management

  • A scalable process for managing change
  • Role of the Change Manager and the Change Advisory Board
  • Standard Change Models

Release Management

  • Relationships to Change and Configuration Management
  • The Definitive Software Library (DSL)
  • Release types
  • Releasing and rollouts

Supporting and Supported Processes

  • Service Desk, Incident and Problem Management
  • IT Service Continuity and Security Management
  • Service Level Reporting and Service Level Management

Operation

  • Designing an Operational Level Agreement
  • Sustaining Peak performance
  • Developing a Service Improvement Plan