Training Course:ITIL Awareness (Certificate)School/Trainer:New Horizons Learning Centres of Australia
Brisbane, Melbourne, Newcastle, Perth, Sydney, Australia
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' An Introduction to ITIL?
Structure of the library
ITILs key concepts and objectives
What contributions has ITIL made to the IT industry?
What are the drivers?
Greater awareness by business managers of IT value
Increasing technology complexity difficult to manage
Growing gulf between business users and IT
Growing demand that IT be better aligned with business
Shortage of IT skills / more use of external service providers
Greater need for customer relationship and supplier management
Understanding the needs of the business user
Focus on providing a predefined level of service
Accountability
Control Total Cost of Ownership
Improving the relationship between IT Service departments and its customers
Implement higher levels of control & reporting
Balance quality of services & related costs
The importance of IT supporting business-critical Processes
Outline:
ITIL IT Service Management Processes
Service Desk:
Understanding its role and function in the IT infrastructure and its relationship with ITIL Service Support Processes
Incident Management:
Definition of an incident, description of Incident Control (including recording, classification, co-ordination, matching and resolution)
Problem Management:
Definition of a problem and known error, proactive problem management (identification of problems and prevention of further incidents)
Configuration Management:
Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes.
Change Management:
Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes).
Release Management:
Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing.
ITIL Service Delivery Processes:
Service Level Management:
Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs).
Financial Management for IT Services:
Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies.
Availability Management:
Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting.
Capacity Management:
Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan.
IT Service Continuity Management:
Re-view of business continuity, risk analysis and risk management, defining assets, threats, vulnerabilities and countermeasures (protection and recovery), development, testing and maintenance of the IT Service Continuity Plan, IT recovery options and management roles...underpinned by Security Management
...''
Please go to the school's official website for training price and schedule:
http://www.nhaustralia.com.au/
Phone:1300 794 006
School Address:
Level 6, St. Martins Tower
31 Market Street
Sydney NSW 2000 Australia
Level 4, 200 Creek Street,
Brisbane, QLD 4000
Level 2, 31 Queen Street,
Melbourne, VIC 3000
9 Denison Street,
Newcastle West NSW 2302
Jobs & Resumes: Brisbane, Melbourne, Newcastle, Perth, Sydney
Houses & Roommates: Brisbane, Melbourne, Newcastle, Perth, Sydney
Travel Agencies: Brisbane, Melbourne, Perth, Sydney
Search other schools for ITIL Awareness training resources.
Other training courses offered by New Horizons Learning Centres of Australia:
CompTIA A+ (Remote Support Technician)
IBM Lotus Domino 8 Application Development
CVOICE - Cisco Voice over IP 6.0
CompTIA Network+
IBM Lotus Domino 8 Administration
CompTIA Security+
Cisco Wireless LAN
CompTIA Server+
ISO20000
Cisco IOS Network Security
Java Programming
IPv6
ITIL Foundation V3
JavaScript
IP Telephony
ITIL Service Management Fast Track
ISCW - Implementing Secure Converged Wide Area Networks
Novell Networking: NetWare 6.5
Cisco MPLS
Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
Tips:
Besides Acquiring latest course information by the search form, Students can also leave their study interests here and let schools callback. |
|
|
