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ITSM v2 - IT Service Management Training Course (Prices exclude VAT)
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ITSM v2 - IT Service Management Training Course
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Course Outline
Course Introduction
Chapter 1 - ITIL & ITSM
ITIL & ITSM
What Is ITIL?
ITIL and QOS
Who’s Using ITIL?
Benefits of Using ITIL
Benefits to the Customer and User
Benefits of ITIL to IT
Implementation Problems
7 Disciplines of ITIL
ITIL & ITSM Overview
Security Management
ICT Infrastructure Management
Application Management
Planning to Implement Srvc Management
The Business Perspective
Chapter 1 Review
Chapter 2 - Service Level Management
Service Level Management
Introduction
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Practices
Management Oversight
Benefits
Potential Consequences
Chapter 2 Review
Chapter 3 - Capacity Management
Capacity Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Practices
Management Oversight
Benefits
Potential Consequences
Chapter 3 Review
Chapter 4 - Availability Management
Availability Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 4 Review
Chapter 5 - IT Service Continuity Management
IT Service Continuity Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 5 Review
Chapter 6 - Financial Management for IT Services
Financial Management for IT Services
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 6 Review
Chapter 7 - Incident Management
Incident Management
Service Requests Scope
Service Request vs. RFC
Goals
Roles & Responsibilities
Incident Management Process Summary
Action Steps
Interface with Other ITSM Processes
Management Oversight
Benefits
Potential Consequences
Chapter 7 Review
Chapter 8 - Problem Management
Problem Management
Relationship with Incident Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 8 Review
Chapter 9 - Configuration Management
Configuration Management
Key Concepts
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 9 Review
Chapter 10 - Change Management
Change Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 10 Review
Chapter 11 - Release Management
Release Management
Key Terms
Goals
Procedures
Action Steps
Interface with Other ITSM Disciplines
Benefits
Potential Consequences
Chapter 11 Review
Chapter 12 - The Service Desk
The Service Desk
Overview
Goals
Implementing SD Infrastructure
Key Considerations
Selecting Service Desk Structure
Local Service Desk
Central Service Desk
Virtual Service Desk
Considerations
Incident Classification
Incident Completion
Technologies - Computerized Benefits
Technologies - Customer Interaction
Use of Internet Technology
Responsibilities, Functions and Staffing
Staffing Skill Set
Service Desk Set Up
Service Desk Procedures
Incident Reporting and Review
Key Success Factors
Quick Wins Examples
Potential Problems
Chapter 12 Review
Course Closure
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