IT Service Management Foundation
Duration: 3 Days
Introduction
The course is based on the IT Infrastructure Library (ITIL) and therefore provides the common sense and practical advice required to help new and experienced Service Support and Delivery staff to do their job better. ITIL is the International Service Management standard as described in the IT Infrastructure Library - published by OGC.
Describe the main concepts, benefits, impacts, techniques and methods associated with each of the IT Service Delivery and Service Support processes. To enable delegates to understand the major deliverables, roles, tasks and responsibilities expected from service suppliers, clients, managers and staff.
IT Staff, Project, IT and user Management who may require an understanding of the methodology.
At the end of the seminar, delegates will be able to:
- Understand the disciplines/processes that help service management staff to deliver and support quality products and services
- Recognise the service improvements to be gained through correct implementation and the potential service disruptions that can occur if not correctly implemented
Course Contents
Introduction
- The control, resolution, release and delivery processes
- IT Infrastructure Library (ITIL)
- The total life cycle approach
- The ITIL Framework
Configuration Management
- How to identify, control, account for and verify IT assets
- The configuration management database
Service Desk and Incident Management
- How to manage and control incidents
- what is 'first-line incident support'
Problem Management
- How to isolate problems from incidents, control problems and fix errors
- 3rd party issues
Change Management
- How to control changes through the stages of impact analysis, assess, authorise, prioritise, schedule, test and implement
- Role of Change Manager and Change Advisory Board using change methods
Release Management
- How to store and release authorised software in centralised and decentralised environments
Service Level Management
- How service level/operational requirements, catalogues, operational and service level agreements are developed
- The supplier/client management issues
Availability Management
- How to improve service availability
- Service/supplier chains
- Planning and maintaining IT systems
Capacity Management
- How a capacity plan is created
- Workload, resource, performance, applications and demand management
Business Continuity and IT Service Continuity Management
- How a contingency plan is created
- Why business continuity planning is vital
- Typical risks to critical services
- Risk management methods
- Disaster recovery options
Financial Management for IT Services
- How financial management works
- Key principles of budgeting, accounting and charging
Exam
The ISEB Foundation Certificate in IT Service Management examination is a closed-book, one hour, 40 question multiple-choice paper. The pass mark is 65%.
