Further Details
*Benefits
-Understand your role in Service Support and Service Delivery
-Gain the industry recognised Foundation Certificate in IT Service Management
Formal progression to Practitioner and Service Manager level qualifications
*Pre RequisiteS
None
* Structure
This course is based upon the ITIL Service Management Best Practices known as the IT Infrastructure Library (ITIL). This 3 day training course leads to the EXIN Foundation Certificate in IT Service Management.
*Course Documentation
EXIN accredited course documentation and pocket guide.
* Examination Preparation and Criteria
The multiple choice examination is undertaken at the end of the course in the afternoon of day three. Throughout the course candidates will receive a minimum of 3 sample papers in order to demonstrate their understanding of ITIL Service Management.
* The Examination
40 multiple choice questions to be undertaken in one hour, closed book examination, where a pass mark of 65% is required in order to be awarded the EXIN ITIL Foundation Certificate.
* Examination Results
The results will be received directly by candidates approximately 4 weeks following the examination.
* Course Content
Introduction to ITIL Service Management
Background to ITIL
Benefits of Service Management
Service Support Modules
Service Delivery Modules
Multiple choice examination structure
Service Desk
The Single point of Contact
Types of Service Desk
Goals and Objectives
Incident Management
Incident Management
Incident Management and the Service Desk
Role of Incident Manager
Goals and Objectives
Problem Management
The Problem Management process
Incidents versus Problems
The Known Error Database and Error Control
Goals and Objectives
Configuration Management
Planning for Configuration Management
The Configuration Management Database
Configuration Items and Relationships
Goals and Objectives
Change Management
The role of Change Management
The Change Advisory Board
Urgent Changes
Standard Changes
Goals and Objectives
Release Management
The Definitive Software Library (DSL)
Types of Releases
Goals and Objectives
Service Level Management
Service Level Management framework
Contents of Service Level Agreements
Service Level Management reporting
Goals and Objectives
Availability Management
The role of the Availability Manager
Reliability and Resilience
Maintainability and Serviceability
Security and Availability
Goals and Objectives
Capacity Management
Business Capacity Management
Resource Capacity Management
Service Capacity Management
The Capacity Database
Goals and Objectives
Financial Management for IT Services
Background to Financial Management
Budgeting and Accounting
Charging
Types of Costing and Charging
Goals and Objectives
IT Service Continuity Management
Business Continuity Planning
IT Service Continuity Planning
Risk Analysis Methods
Goals and Objectives
Guide price
£800 per delegate + VAT |
