Information Technology Service Management

1. Information Technology Service Management

2. ITSM Course Offerings • ITSM Executive Awareness Seminar • The Service Management Executive Awareness 1-day seminar provides a general overview of the ITIL Service Management disciplines, the benefits and justification. This course is ideal for management and staff who might be involved in the periphery of IT Service Management, or those who are new to the concepts of ITIL needing a broad, brief introduction. • ITIL Service Management Foundation Course • This 3-day course provides IT Managers and Practitioners with a practical understanding of IT Service Management, the underpinning core ITIL Service Delivery and Service Support Processes and implementation guidance. It describes a set of processes involved in developing an IT framework and features both lecture and interactive hands-on learning experience throughout the course. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management, or to participate in ITSM projects at any level. The ITIL Foundations Certificae Exam is administered by EXIN at the end of the course.

3. SEMINAR OVERVIEW The 1-day Service Management Awareness seminar provides a general overview of the ITIL Service Management disciplines, the benefits and justification. This course is ideal for staff who might be involved in the periphery of IT Service Management, or those who are new to the topic needing a broad, brief introduction. Who Should Attend The seminar is suitable for relatively large numbers and might be used to engender an initial understanding of IT Service Management amongst groups of implementation or project staff. The course may also be of value to managers wishing to obtain a broad, yet focused overview of IT Service Management. What you will learn. How Service Management can facilitate the alignment of IT process to business objectives. An understanding of the ITIL Service Management model sufficient to enable you to discuss how it fits or could be adapted to their organization. To make high level go/no go decisions. To discuss options for next steps. Course Outline Introduction to Service Management The background and influence of ITIL The benefits and importance of Service Management Implementation issues Service improvement program Service Level Management The Service Level Management process Typical contents of SLAs Monitoring, reporting and reviewing Service desk/incident management Incident logging and management Help Desk options and procedures Incident classification and prioritization Problem management Incident, problem and known error control Trend identification Problem reduction Configuration management Basic principles and terminology The Configuration Management Database (CMDB) Data capture and audit Change management Centralized change control Change management processes Roles and responsibilities Release management The definitive software library Distribution and implementation Legal and licensing issues Availability management Availability, reliability, serviceability Maintainability, security Designing high availability IT Service continuity management Risk management Business impact analysis Contingency options and the contingency plan Financial management for IT services Costing and charging options Cost centers Budgets and accounting Capacity management Capacity forecasting The capacity plan Elements of capacity management ITSM Executive Awareness Seminar

4. ITIL Service Management Foundation Course • COURSE OVERVIEW • This 2 ½ -day course provides IT Managers and Practitioners with a practical understanding of IT Service Management, the underpinning core ITIL Service Delivery and Service Support Processes and implementation guidance. It describes a set of processes involved in developing an IT framework and features both lecture and interactive hands-on learning experience throughout the course. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management, or to participate in ITSM projects at any level. The ITIL Foundations Certification Exam is administered at the end of the course. Taking the exam is optional. • PREREQUISITES • Experience and knowledge of IT computing environments. • WHO SHOULD ATTEND • IT management, Business Unit Managers, IT Services Managers, Supplier Managers, Consultants and those responsible for the support and implementation of Information Technology. • WHAT YOU WILL LEARN • A consistent “best practices” communication of IT terminology and procedures • Current insights into the process relationships of business and technology management • Which processes are essential to support and deliver a quality IT Service • How these processes relate to each other and to wider IT issues • Practical guidance on how to successfully introduce an integrated IT Service Management framework, based on ITIL best practice processes.

5. Service management Introduction to IT SM Framework Introduction to Framework Components ITIL introduction Continuous improvement Service desk The Service Desk Function Service desk options Incident management The difference between incidents, problems and known errors Incident control process Classification, prioritization and escalation Problem management Problems and known errors The problems control and error control processes Reactive and proactive problem management Configuration management Providing information on the IT Infrastructure Configuration items Configuration management database Change management Change management process Approving and scheduling changes Change advisory board Emergency changes Release management Release and distribution process Release policies and types Definitive software library Service Level Management Service level and operational level agreements Underpinning contracts Service improvement program Customer Relationship Management Financial management Budgeting, accounting and charging Cost models and cost categorization Cost recovery Capacity management Capacity database Demand and workload management Resource and performance management Capacity planning Availability management Reliability and maintainability Resilience and serviceability Calculating availability IT service continuity management Risk analysis Planning for potential disasters Testing and executing continuity plans Examination: ITIL foundation for IT service management Exam preparation Take the ITIL foundations certification exam ITIL Service Management Foundation Course Outline