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ITIL® Foundation V2
Commence Date: 16 July 2008
Course Duration: 3 days
Course Price:
£695
Course Location: Warwick
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ITIL® Foundation V2View PDF (Print for personal use) |
The course is based on the IT Infrastructure Library (ITIL), this therefore provides the common sense as well as practical advice required to help new and experienced Service Support and Delivery Staff to do their job better. ITIL is the International Service Management standard as described in the IT Infrastructure Library, published by the OGC. |
Learning Objectives |
· Describe the main Concepts, Benefits, Impacts, Techniques and Methods associated with each of the IT service delivery and service support processes · Enable Delegates to understand the major deliverable, roles, tasks and responsibilities expected from service suppliers, clients, managers and staff |
Course Content |
Introduction · The control, resolution, release and delivery processes, IT Infrastructure library (ITIL), the total Life Cycle approach and the ITIL Framework Configuration Management · How to identify, control, account for and verify IT assets. The Configuration Management Database Service desk and Incident Management · How to manage and control incidents; what is ‘First-Line Incident Support.’ Problem Management · How to isolate problems from incidents, control problems and fix errors. 3rd party issues Change Management · How to control changes through the stages of Impact Analysis, Assess, Authorize, Prioritize, Schedule, Test and Implement. · Role of Change Manager and Change Advisory Board using Change Methods Release Management · How to Store and Release Authorized Software into Centralised and Decentralised environments Service Level Management · How service level/operational requirements, catalogues, Operational and Service level Agreements are developed. · The Supplier/Client Management issues Availability Management · How to improve service availability. Service/supplier chains. Planning and maintaining IT systems Capacity Management · How a capacity plan is created. Workload, Resource, Performance, Applications and Demand Management Business Continuity and IT Service Continuity Management · How a contingency plan is created. Why Business Continuity Planning is vital. Typical risks to critical services. Risk Management Method. Disaster Recovery Operations Financial Management for IT Services · How Financial Management works. Key principles of Budgeting, Accounting and Charging |
The Course Will Benefit |
· IT Service/Support Managers and staff · Project Managers · IT Consultants and Developers · CIO’s |
Course Structure |
· 3 day Course · Course runs 9am – 5:30pm with a break for lunch · One hour multiple choice examination paper |
We Provide the Following Essentials |
· Comprehensive coursework useful as a reference guide when returning to the office |
Follow On Courses |
· PRINCE2 Foundation · PRINCE2 Foundation and Practitioner- |
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