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ITIL Foundation
3 day Instructor-Led Course (18 hours)
 

Course Overview

The ITIL Foundation training course provides a detailed, modular introduction to the concepts, terms, definitions, benefits, objectives, and relationships within core IT service management processes and functions, according to the ITIL best practice framework.
The course is based on principles described in ITIL’s Service Support and Service Delivery Standards. The course prepares participants for the examination leading to the Foundation Certificate in IT Service Management.

Course Outline:

ITIL Fundamentals
. Origins, development and governance of the ITIL methodology
. Defining IT Service Management
. Reviewing the structure and scope of the Foundation Certification examination
. People, process and technology

IMPLEMENTING THE SERVICE DESK FUNCTION AND INCIDENT MANAGEMENT

Establishing the Service Desk
. Distinguishing the Service Desk from call centers and help desks
. Costing the Service Desk
. Service Desk business benefits
Managing an Incident Life Cycle
. Identifying incidents
. Categorizing and prioritizing incidents
. Investigating and processing incidents through to closure
. Significance of monitoring and reporting

IDENTIFYING AND RESOLVING PROBLEMS

Demystifying problem control with Problem Management
. Minimizing the adverse effects of incidents and problems
. Proactive and reactive Problem Management
Achieving error control
. Getting to the root cause
. Progressing error correction
Controlling Change via Change Management
. Setting up a change advisory board
. Analyzing the impact of proposed changes
. Establishing standard methods and procedures for managing change
Blueprinting Infrastructure through Configuration Management
. Relationship with incidents, problems, changes and releases
. Identifying, controlling and maintaining configuration items
. Measuring compliance
Release Management from Planning to Deployment
. Working through Release Management stages
. Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
. Accounting for technical and non-technical aspects of the release

STRUCTURING THE SERVICE LEVEL MANAGEMENT (SLM) LIFE CYCLE

Contracting to ensure agreed-upon service delivery
. Operation Level Agreements (OLA)
. Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)
Meeting customer expectations with SLM
. Planning, implementing and delivering Service Level Agreements (SLA)
. Continual improvement of delivering service

Ensuring Availability
. Meeting business objectives through Availability Management
. Planning, improving, measuring and reporting for availability
. Applying the ARMSS model of Availability Management
. Measuring system unavailability

MAINTAIN IT SERVICE CONTINUITY

Supporting business continuity
. Initiation, requirement analysis and strategy definition
. Implementation and operational management
Managing risk and crisis
. Identifying, planning and managing for risks and risk impacts
. Invoking contingency plans in crisis situations
 

BUILDING EFFECTIVE CAPACITY MANAGEMENT

Implementing Capacity Management (CM)
. Managing business, service and resource capacity
. Monitoring capacity
Running CM operations
. Tuning systems to optimize performance
. Designing and delivering a Capacity Database (CDB)
Planning Effective Financial Management
. Developing, budgeting, charging and accounting systems for IT services
. Planning ongoing management and operation
. Providing essential management information for workable and cost-effective operations
Securing Infrastructure Processes
. Managing confidentiality, integrity and availability (C-I-A) of data
. Integration of Security Management with other ITIL processes