ITIL Foundation — 3- Day Course

Course Outline


Introduction to Service Management

  • The benefits and importance of Service Management
  • Service Management disciplines
  • Service improvement programme

 

Configuration Management:

  • Basic principles of asset and configuration management
  • The Configuration Management Database (CMDB)
  • Data capture and audit

 

Service Desk/Incident Management:

  • Incident logging and management
  • Service Desk options and procedures
  • Incident classification and prioritisation

 

Problem Management:

  • Incident, Problem and Known Error Control
  • Trend identification
  • Problem reduction

 

Change Management:
  • Centralised change control
  • Change Management processes
  • Roles and Responsibilities

 

Release Management:
  • The Definitive Software Library
  • Distribution and Implementation of software
  • Legal and licensing issues

 

Service Level Management:
  • The Service Level Management process
  • Typical contents of Service Level Agreements
  • Monitoring, reporting and reviewing

 

Availability Management:
  • Availability of services
  • Reliability and maintainability of the infrastructure
  • Security, Confidentiality, Integrity and Availability
  • Designing for high availability

 

Financial Management for IT Services:
  • Budgeting
  • IT Accounting
  • Charging for IT Services

 

Capacity Management:
  • Capacity forecasting
  • The capacity plan
  • Elements of Capacity Management

 

IT Service Continuity Management:
  • Risk Management
  • Business Impact Analysis
  • Contingency options and the IT Service Continuity Plan
Feedback-Button