INTR - Introduction to ITIL V3

This one-day instructor-led course gives you an overview of the key concepts within the IT Infrastructure Library Best Practices. ITIL Best Practices are globally recognized as the preferred way of managing and delivering IT Services in an organization.

At the end of this course, you will be able to:

• Identify the need for IT Service Management in your IT organization
• Recall the major processes as covered in the ITIL Best Practices
• Recognize the benefits of ITIL and ITSM for an organization
• Identify the ways in which ITIL can be applied within your organization

Module 1: Service Desk
Understanding its role and function in the IT infrastructure and its relationship with ITIL Service Support Processes

Module 2: Incident Management
Definition of an incident, description of Incident Control (including recording, classification, co-ordination, matching and resolution)

Module 3: Problem Management
Definition of a problem and known error, proactive problem management (identification of problems and prevention of further incidents)

Module 4: Configuration Management
Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes.

Module 5: 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).

Module 6: Release Management
Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing.

Module 7: ITIL Service Level Management
Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs).

Module 8: Financial Management for IT Services
Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies.

Module 9: Availability Management
Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting.

Module 10: 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.

Module 11: 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.

The intended audience for this course include IT Support Staff, IT Consultants, Key Business Users, IT Developers and individuals who need to gain a basic understanding of IT Service Management, customers and stakeholders of IT Services. This course is ideal for staff who might be involved in the perimeter of IT Service Management, or those who are new to ITIL and requiring a broad, brief introduction.

Candidates for this course are expected to have some experience working within an IT environment and a basic understanding of IT.