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ITIL V2 Foundation

 

Duration: 3 days

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 delegates with an opportunity to gain a recognised entry-level professional qualification in IT Service Management.

Objectives 
Attendance on this workshop will enable delegates to:

  • Describe the key ITIL® processes, roles and responsibilities and the interfaces between them
  • Explain the key benefits of an ITIL® based approach to Service Management
  • Describe some of the practical issues and costs associated with an ITIL® implementation
  • Recognise and confidently use a standard IT Service Management lexicon 
  • Prepare to undertake the ISEB examination for the ITIL® Foundation Certificate.

Format
The format of the event is highly interactive and designed to present the information in memorable, manageable segments. Throughout the course, delegates’ understanding of the material will be tested through the use of exercises and examination style questions. At the end of the course, delegates will sit a one hour multiple choice examination leading to the ISEB Foundation Certificate.

Each delegate will receive a comprehensive course handout containing all of the course slides and full supporting documentation.

Content
Introduction to service management

  • The place and case for ITIL® 
  • Achieving a service culture 
  • Managing perceptions 

Service level management

  • Implementing service level management 
  • Choosing SLA structures and content
  • Monitoring, reporting and reviewing 

Incident management

  • What constitutes an incident
  • The incident lifecycle 
  • Different roles in incident resolution

Problem management

  • How problems are identified
  • The purpose of known errors
  • Proactive problem management

Service desk

  • Role and responsibilities
  • Desk structures - local, central, virtual
  • People and technologies

Configuration management

  • Planning effective configuration management
  • Configuration items and the configuration

Management database

  • The five key stages (PICSV) 

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

Availability management

  • Availability and reliability
  • Understanding the customer view and calculating availability
  • Techniques for improving availability

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 
  • Capacity management
  • The three sub-processes 
  • Capacity management activities
  • How budgeting, accounting and charging work together
  • Budgeting and cost types
  • IT accounting and producing a cost model
  • Charging and charging policies.

Please contact for ITIL® V2 Foundation Schedule.