Worldwide [select]
ITIL V3 Foundations Training Course
Overview
The ITIL training prepares participants for the Foundation certificate in Service Management. It enables participants to articulate the purpose and objectives of Service Management It introduces the concepts and processes of Service Management for the support and delivery of quality IT services.
Requirements
Some exposure to or involvement with organizational processes.
Duration
21.00 hours
Course Prices
Prices for Instructor-led Online Courses:
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Classroom Courses
Course Outline
ITIL Fundamentals
* Origins, development and governance of the ITIL methodology
* Defining IT Service Management
* Reviewing the structure and scope of the Foundation Certification examination
* People, process and technology
Implementing the Service Desk function and Incident Management
* Distinguishing the Service Desk from call centers and help desks
* Costing the Service Desk
* Service Desk business benefits
* Identifying incidents
* Categorizing and prioritizing incidents
* Investigating and processing incidents through to closure
* Significance of monitoring and reporting
Identifying and resolving problems
* Minimizing the adverse effects of incidents and problems
* Proactive and reactive problem management
* Getting to the root cause
* Progressing error correction
Controlling change via Change Management
* Setting up a change advisory board
* Analyzing the impact of proposed changes
* Establishing standard methods and procedures for managing change
Blueprinting infrastructure through Configuration Management
* Relationship with incidents, problems, changes and releases
* Identifying, controlling and maintaining configuration items
* Measuring compliance
Release Management from planning to deployment
* Working through Release Management stages
* Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
* Accounting for technical and non-technical aspects of the release
Structuring the Service Level Management (SIM) life cycle
* Operation Level Agreements (OLA)
* Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)
* Planning, implementing and delivering Service Level Agreements (SLA)
* Continual improvement of delivering service
Ensuring availability
* Meeting business objectives through Availability Management
* Planning, improving, measuring and reporting for availability
* Applying the ARMSS model of Availability Management
* Measuring system unavailability
Maintaining IT Service Continuity
* Initiation, requirement analysis, and strategy definition
* Implementation and operational management
* Identifying, planning and managing for risks and risk impacts
* Invoking contingency plans in crisis situations
Building effective Capacity Management
* Managing business, service and resource capacity
* Monitoring capacity
* Tuning systems to optimize performance
* Designing and delivering a Capacity Database (CDB)
Planning effective Financial Management
* Developing, budgeting, charging and accounting systems for IT services
* Planning ongoing management and operation
* Providing essential management information for workable and cost-effective operations
Securing infrastructure processes
* Managing confidentiality, integrity and availability (C-I-A) of data
* Integration of Security Management with other ITIL processes
