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ITIL V2 service delivery

Intended for

ICT managers, process managers, consultants or auditors responsible for the implementation and optimisation of IT management in accordance with ITIL.

Background

You have sound ITIL Foundation knowledge (see course ITIL Foundation V2 (with exam) ). You also have communication abilities at manager level. You have several years' experience of managing and operating information and/or communications systems with at least two years in a management role.

Delegates must have passed the Foundation examination in Service Management and the examination bodies strongly recommend they have at least five years relevant experience.

Training method

This is an intensive course of five full days (from 9.00 am to 6.00 pm). In addition, to fully benefit from the training, delegates are expected to do some homework (one to two hours per evening). The course is interactive and uses a number of techniques: formal lecturing, group discussion, syndicate work, student presentations and written exercises that are fully debriefed, showing the 'best way' to address the questions..

This course can only be followed as part of the ITIL V2 service management training track.

Course leader

ISTYA (ITIL accredited by ISEB or EXIN).

Duration

5 days.

Schedule

No public sessions are currently scheduled. We will be pleased to set up an on-site course or to schedule an extra public session (in case of a sufficient number of candidates). Interested ? Please contact ABIS.

Objectives

On completion of the course you will:

  • Be able to describe the main features of the ITIL tm (*) service delivery disciplines: service level management, capacity management, availability management and financial management for IT service for IT services
  • Be able to describe why there is a need for a framework approach and why the adoption of processes is so important
  • Be able to demonstrate the steps neede to plan for the implementation and exploitation of service management
  • Understand the dependencies with the service support disciplines
  • Understand the need for software tool to assist in successfull service management
  • Be able to describe the benefits ITIL service management can bring to an organization
  • Be prepared to take the managers exam (students must also have attended the ITIL V2 service support course)

(*) ITIL tm is a registered trademark of OGC (Office of Government and Commerce).

Main topics

  • Why you need service management, the benefits
  • Why you should use ITIL best practice for your service management
  • Understanding and defining quality
  • The key features of the five disciplines of service delivery: service level management, capacity management, it service continuity management, availability management, financial management for IT services
  • Practical examples and discussion of the issues surrounding the five disciplines
  • Understanding customer requirements to enable quality services to be provided
  • The need for processes and procedures
  • The importance of providing accurate management information
  • The need for reviews and reporting to measure delivery of services
  • Practicalities of implementing service management disciplines
  • Process flows for key service delivery activities
  • Preparation for the ISEB exam