Introduction

The objective of this course is to describe the processes, functions, roles and responsibilities of those providing IT Service Management or those wishing to gain an understanding of how ITIL "best practices" benefits IT Service Management.

You will learn how each of the IT Service Management processes interlock with one another, various concepts, terms and objectives of each process using the ITIL (Information Technology Infrastructure Library) methodology.

ITIL was developed by the Office of Government Commerce of the U.K. and is recognized as a Global Standard. ITIL is the foundation framework necessary to underpin IT Service Management.

ITIL V3 Foundation Course

Learn the fundamental principles of the new ITIL lifecycle approach, ITIL V3 covers the same processes as V2 and more.

ITIL V3 exposes you to a very business minded concept of integrating IT and the business to provide value.

Course syllabus:

1. Service Management Concepts - Introduction
a. Good Practice
b. Functions, Processes and Roles
c. Understanding the Process Model
d. Technology
e. Service Automation and process integration
f. ITIL V3 qualifications scheme

2. Service Strategy (SS)
a. Understand the development of offerings and strategic assets
b. Roles and Responsibilities of SS
c. Service Portfolio Management
d. Demand Management
e. Financial Management
f. SS scope, activities and objectives
g. Roles and responsibilities
h. Metrics

3. Service Design (SD)
a. Service Level Management
b. Service Catalog Management
c. Availability Management
d. Information Security Management
e. Supplier Management
f. Capacity Management
g. IT Service Continuity Management
h. SD scope, activities and objectives
i. Roles and responsibilities
j. Metrics

4. Service Transition (ST)
a. Change Management
b. Service Asset and Configuration Management (SACM)
c. Release and Deployment Management
d. ST scope, activities and objectives
e. Roles and responsibilities
f. Metrics

5. Service Operations (SO)
a. Incident Management
b. Event Management
c. Request fulfillment
d. Problem Management
e. Access Management
f. SO scope, activities and objectives
g. Service Desk Function
h. The Technical Management Function
i. The Application Management Function
j. The IT Operations Management Function
k. Roles and responsibilities
l. Metrics

6. Continual Service Improvement (CSI)
a. The 7 step improvement process
b. CSI scope, activities and objectives
c. Roles and responsibilities
d. Metrics

For those who have taken a previous version of the Foundation course in the past, all you are required to take is the one day bridging course to bring you up to date.

ITIL V2 is still available for Corporate classes only

This course is based on the Service Delivery and Service Support books of ITIL. Upon completion of this course an examination will given that is prepared that leads to the Foundation Certificate in IT Service Management. It is the prerequisite certificate required prior to obtaining the Practitioner or Service Manager Certificates.

The exam is scheduled for the third day of the three day course

Class Participants include
Anyone wishing to know more about ITIL "best practices"
Anyone working in an IT environment
Anyone wanting to pursue Practitioner and or Service Manager Certification

Prerequisites
None. It is beneficial though to have some IT experience.

Course Curriculum

Service Support
• Incident Management - Describes an incident, how to Manage incidents using automation, the importance of process awareness and the interlock with other IT Departments.

• Service Desk - How Service Desk provides Customer value, concepts of Customer Service, the processes of the Service Desk.

• Problem Management - Definition of a problem, how to identify known errors, rectify re-occurring problems, proactive problem management, escalation procedure.

• Change Management - Ways to reduce changes, how changes introduce problems, identify when changes should be made, what is the purpose of a Change Advisory Board.

• Configuration Management - What is a Configuration Management Database, the impact of configuration changes and to define a Configuration Item.

• Release Management - The release Management process, who should be notified, the Definitive Software Library and the Definitive Hardware. Explain the planning, testing and implementation of release Management.

Service Delivery
• Service Level Management – What is an SLA, why are they used, how to negotiate SLA’s, monitoring SLA’s, SIP’s and Managing SLAs.

• Financial Management – Cost factors, IT accounting, budgets, charging, management and operation.

• Capacity Management –The capacity Management process. What are the cost, benefits and possible problems. Planning capacity Management and review intervals.

• IT Service Continuity Management – Scope of ITSCM. Business Continuity Lifecycle, Management Structure and the future of ITSCM.

• Availability Management – The concept, cost and process of availability Management. Planning, measures, methods and tools. Resilience awareness, modeling and monitoring availability.

• Security Management – Learn the relationships of Security to the availability of IT Services and Service Level Management. What is CIA and how do you protect business information.