This three-day instructor-led course is aligned with the ITIL syllabus and is designed to provide students knowledge of Service Management as a practice, the Service Lifecycle and key principles of the Service Management.
Students will also learn about generic concepts of ITIL and selected processes, roles and functions associated with ITIL. In addition, students will be taught about IT Service Management technology and architecture as well as the ITIL qualification scheme.
The ITIL V3 Foundation Certificate in IT Service Management will be awarded to participants who achieve a passing grade in this exam.
After completing this course, students will understand the concepts of how to manage and deliver an IT Service which is tailored to meet the needs of the business, using best practice as a guide. This will be achieved by developing an understanding of how all of the departments and sections within the IT organisation, work together to deliver the service. This includes activities such as Change Management, Availability Management and Root Cause Analysis.
The ITIL v3 exam is proctored on the last day of training and the exam is included in the course price. Participants wanting to re-sit the ITIL v3 exam through Prometric the testing vendor is EXIN (exam number EXO-101) a one hour exam with 40 multiple choice questions.
Module 1: Introduction to ITIL and Service Management
Lessons
• History and development of ITIL
• Definition of ITIL process
• Overview of ITIL framework
Module 2: Service Desk Function
Lessons
• Role of the Service Desk
• Types of Service Desk
• ITIL process requirements for the service desk
Module 3: Incident Management
Lessons
• Defining priority codes and escalation procedures
• Monitoring and tracking of incidents
Module 4: Problem Management
Lessons
• Problem solving and root cause analysis
• Minimising impact of ongoing problems
Module 5: Change Management
Lessons
• Change management stakeholders
• Steps for implementing effective Changes
• Interface with Release Management
Module 6: Configuration Management
Lessons
• Defining the CMDB
• Understanding CI relationships
Module 7: Release Management
Lessons
• The end to end process of building and releasing IT changes
• Definitive Software Library
• Testing, Distribution and Installation issues
Module 8: Service Level Management
Lessons
• Defining and agreeing service levels
• Establishing the SLM process
• Monitoring and reporting
Module 9: Availability Management
Lessons
• Defining availability in business terms
• Understanding the issues in achieving high availability
• Managing the ongoing security process
Module 10: Capacity Management
Lessons
• Relationship between business, service and resource capacity requirements
• Capacity planning
Module 11: Financial Management
Lessons
• A service based view of costing
• Models for chargeback
• Accounting cycle for IT services
Module 12: IT Service Continuity Management
Lessons
• Business continuity planning
• IT Services Risk analysis
• Risk Management options
Module 13: Security Management
Lessons
• Availability, integrity and confidentiality issues
• Managing the ongoing security process
This course is recommended for IT Managers and Team Leaders, IT and Outsourcer/Vendor staff who are involved with the support and delivery or services. It is also suitable for Program and Project Managers as well as Business Managers and staff who are internal customers of IT.
There are no pre-requisites for this course; however some experience working in IT service delivery or as a user of IT services would be advantageous.
