Training Course:ITIL Service Management EssentialsSchool/Trainer:Global Knowledge UK
Coventry, Dublin, London, Wakefield, Wokingham, United Kingdom
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' This three-day 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 also prepares delegates for the ISEB Foundation Certificate Examination. The course is assignment based, with a strong emphasis on practical coursework. It is based upon the OGC¡¯s IT Infrastructure Library Books, Service Delivery and Service Support. There is particular importance placed on developing an underlying service culture within the IT organisation.
Objectives
Understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations
Be prepared for the ISEB/EXIN Foundation Certificate in IT Service Management examination
Pre-Requisites
Delegates are required to meet the following pre-requisites:
None
Target Audience
This course is aimed at IT Managers and Practitioners involved in the delivery and support of business-focused IT services and who require a detailed insight into Service Management best practice processes and procedures.
Content
Introduction to Service Management
The importance of Service Management
Service Management disciplines
The need for a service culture
The Service Desk
The purpose and importance of the Service Desk
Service Desk options
Skill profiles
Contribution to overall service quality
Service Level Management
What is an SLA and its purpose?
Typical contents
Reporting and reviewing
Incident Management
What is Incident Management?
The Incident Management process
Problem Management
What is Problem Management?
Day-to-day and pro-active activities
Configuration Management
Basic principles and terminology
How Configuration Management underpins Service Management
Change Management
The need for Change Management
Change procedures
The role of the change manager
Release Management
Definitive Software and Hardware Libraries
Release strategy and control mechanisms
Availability Management and IT Service Continuity
Business Impact Analysis
Risk management
The IT Service Continuity Plan
Financial Management for IT Services
Financial structures
Costing and charging
Budgets and IT accounting
Capacity Management
The need for Capacity Management
Elements of Capacity Management
...''
Please go to the school's official website for training price and schedule:
http://www.azlantraining.com/uk
Phone:+44 (0) 118 977 7766
School Address:
Global Knowledge UK
Mulberry Business Park,
Fishponds Rd, Wokingham, RG41 2GY
Jobs & Resumes: Coventry, Dublin, London, Wakefield, Wokingham
Houses & Roommates: Coventry, Dublin, London, Wakefield, Wokingham
Other training courses offered by Global Knowledge UK:
Check Point NGX CCSA/CCSE
CISSP Certification Preparation
Network Security Fast Track
ITIL Capacity Management
Customer Care
ITIL Change Management
ITIL Configuration Management
ICT Infrastructure Management (ICTIM)
ISO20000 for Auditors
IT Service Continuity Management
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