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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 the ITIL 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 |
