Further Details
Topics covered in the course include:
ITIL IT Service Management Processes
Service Desk: Understanding its role and function in the IT infrastructure and its relationship with
1. ITIL Service Support Processes:
Incident Management: Definition of an incident, description of Incident Control
Problem Management: Definition of a problem and known error, proactive problem management
Configuration Management: Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes.
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).
Release Management: Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing.
2. ITIL Service Delivery Processes:
Service Level Management: Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs).
Financial Management for IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies.
Availability Management: Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting.
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.
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.
Course format:
This is an intensive course that makes extensive use of tutor led discussions and a case study which runs through the course to consolidate your knowledge.
The course completes with a one-hour multiple choice examination paper.
Course: 3 days
Participants: From 10 to15 p/course
PRE-REQUISITES - A general level of IT literacy. A background in IT or experience gained in the liaison between IT and the business itself would be useful.
more info www.qms-ltd.com
Guide price
£700 |
