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ITIL v2 - The Information Technology Infrastructure Library CBT Course (Prices exclude VAT)
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ITIL v2 - The Information Technology Infrastructure Library CBT Course
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ITIL® (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL® provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools. The best practice processes promoted in ITIL® support and are supported by, the British Standards Institution's standard for IT service Management (BS15000).
Course Contents
Chapter 1 - What is ITIL?
What is ITIL?
ITIL and QOS
Who’s Using ITIL?
Benefits of Using ITIL to the Customer and User
Benefits of ITIL to IT
Implementation Problems
Seven Disciplines of ITIL
What Is ITSM, Eleven Practices of ITSM
Service Delivery & Service Support
ITIL Big Picture
Chapter 2 - Service Delivery
Goals, Roles & Responsibilities, Procedures, Action Steps, Benefits, Potential Consequences for the following:
Section 1 - Service Level Management
Section 2 - Capacity Management
Section 3 - Availability Management
Section 4 - IT Service Continuity Mgmt
Section 5 - Financial Mgmt for IT Service
Chapter 3 - Service Support
Goals, Roles & Responsibilities, Process Summary, Action Steps, Benefits for Business, Benefits for IT, Potential Consequences for the following:
Section 1 - Incident Management
Section 2 - Problem Management
Section 3 - Configuration Management
Section 4 - Change Management
Section 5 - Release Management
Section 6 - Service Desk - additionally:
- Architecture
- Service Desk Activities
- Customer Support
- Incident Classification
- Incident Completion
- Service Quality
- Key Success Factors
- Quick Wins: Examples
- Potential Problems
Chapter 4 - Security Management
Security Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 5 - ICT Infrastructure Management
Section 1 - Overview
Section 2 - Design and Planning
Objectives
Inputs
Processes
Deliverables
Roles & Responsibilities
Management Processes
Section 3 - Deployment
Benefits
Costs
Possible Problems
Roles & Responsibilities
Management Processes
Design Phase
Build Phase
Rollout Phase
Section 4 - Operations
Management Processes
Management of ICT Infrastructure Events
Inputs
Deliverables
Roles & Responsibilities
Section 5 - Technical Support
Goals
Management Processes
Inputs
Deliverables
Roles & Responsibilities
Chapter 6 - Applications Management
Applications Management
Positioning Of Application Management
Managing the Business Value
Aligning Business and IT
Key Business Drivers
Managing the Application “Portfolio”
Aligning the Delivery Strategy
The Application Management Lifecycle
Requirements Phase
Design Phase
Build Phase
Deploy Phase
Operate Phase
Optimize Phase
Roles And Functions
Goals and Metrics
Benefits of Application Management
Potential Consequences
Chapter 7 - Planning to Implement Service Management
Planning to Implement Service Mgmt
Methodology
Optimal State
Current State
Desired State
The Path
Milestones
Sustaining Momentum
Chapter 8 - The Business Perspective
The Business Perspective
The Value of IT
Value Perspective
Business/IT Alignment
Understanding the Business Viewpoint
Managing Service Provision
Roles, Responsibilities & Interfaces |
