Objectives

This is a practical workshop, based on the Service Management de facto standard ITIL (IT Infrastructure Library) for IT staff of all levels who are involved in the delivery or support of IT services. The workshop fully prepares participants for the Foundation Certificate in Service Management.

On completion of the course, participants will appreciate the need for Service Management, its components, dependencies between components, processes and disciplines which can bring an organisation quantifiable business benefits. Participants will learn how each discipline contributes to successful Service Management and is essential in ensuring IT delivers quality services to customers.

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

Main topics

• Introduction to and reasons for ITIL
• ITIL vocabulary, key terminology and processes
• Inter-dependencies of the ITIL modules
• Justifying ITIL in an organisation
• ITIL and Quality
• Planning for Service Management
• Service Level Management and SLAs
• Understanding, identifying and controlling IT resources
• Effective handling of incidents and problems, speedy restoration of services and resolution of problems
• Understanding the essential role of the Service Desk in delivering quality IT services that delight customers
• Controlling changes in an organisation and delivering required benefits through controlled release processes
• Capacity planning for IT resources
• Planning for high availability and IT Service
• Continuity, anticipating large and small service interruptions
• Understanding the financial issues inherent in providing quality IT services
• Improved Management reporting as a result of disciplined data collection
• Examination practice, technique, hints & tips