Back to Search Results

Training Course Summary:

For many years, IT providers have applied formal methods and processes to help them develop new business applications; the support and service delivery functions, however, were often left to develop and use their own unique approaches.

The growth in outsourcing, e-commerce, 'enterprise wide' systems and the business expectation of 'rapid investment return with service excellence' is forcing changes. Changes that require Customer and Supplier to work in close partnership. A partnership that ensures your IT services match the pace, impact and scale of the change.

Using best practice approaches to Service Management, such partnerships harness the people, the processes and the technology required to define, develop, deliver, support and maintain the applications and services on which the business depends. This course highlights the processes, changes, skills and techniques required to make it happen.

The course is based on the IT Infrastructure Library® (ITIL®) and therefore provides the common sense and practical advice required to help new and experienced Service Support and Delivery staff to do their job better. ITIL® is the International Service Management standard as described in the IT Infrastructure Library® - published by OGC.

Pre-Requisites:

A basic level of IT literacy as covered by Understanding Information Systems [UIS] or the Understanding Information and Communications Technology [ICT] course is required.

Who Should Attend:

Everyone who is tasked with developing, delivering and supporting new or existing applications and services; typically this includes application developers, administration, implementation, delivery, support and relationship management staff. Also staff who require the internationally recognised ISEB/EXIN Foundation Certificate in IT Service Management.

Training Course Overview/Content:

Introduction
The control, resolution, release and delivery processes. BSI code of practice and IT Infrastructure Library® (ITIL®). The total life cycle approach. The ITIL® framework of 'mission, objectives, processes, tools, dependencies, benefits, costs and possible problems'.

Configuration Management
How to identify, control, account for and verify IT assets, the configuration management database and its role in service management.

Service Desk and Incident Management
How to manage and control incidents; what is 'first-line incident support'; customer/supplier 'partners'.

Problem Management
How to isolate problems from incidents, control problems and fix errors.
Third party supplier issues; pro-active and re-active methods.

Change Management
How to control changes through the stages of impact analysis, assess, authorise, prioritise, schedule, test and implement.
Role of Change Manager and Change Advisory Board using change methods.

Release Management
How to store and release authorised software in centralised and decentralised environments.

Service Level Management
How service level/operational requirements, catalogues, operational and service level agreements are developed. The supplier/client management issues.

Availability Management
How to improve service availability. Service/supplier chains. Planning and maintaining IT systems.

Capacity Management
How a capacity plan is created. Workload, resource, performance, applications and demand management.

Business Continuity and IT Service Continuity Management
How a contingency plan is created. Why business continuity planning is vital. Typical risks to critical services. Risk management methods. Disaster recovery options.

Financial Management for IT Services
How financial management works.
Key principles of budgeting, accounting and charging.

Qualifications:

The ISEB Foundation Certificate in IT Service Management examination is a closed-book, one hour, 40 question multiple-choice paper. The pass mark is 65%.
You may take the examination on Day 3 (p.m.) of this course.