ITIL Foundations V2 or V3
3 day course contents.
We offer unparalleled training content by combining standard course material with extensive business knowledge and real-life examples.
What you will learn :
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
- Distinguishing the Service Desk from call centers and help desks
- Costing the Service Desk
- Service Desk business benefits
- Identifying incidents
- Categorizing and prioritizing incidents
- Investigating and processing incidents through to closure
- Significance of monitoring and reporting
Identifying and resolving problems
- Minimizing the adverse effects of incidents and problems
- Proactive and reactive problem management
- 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 (SIM) life cycle
- Operation Level Agreements (OLA)
- Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)
- 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
Maintaining IT Service Continuity
- Initiation, requirement analysis, and strategy definition
- Implementation and operational management
- Identifying, planning and managing for risks and risk impacts
- Invoking contingency plans in crisis situations
Building effective Capacity Management
- Managing business, service and resource capacity
- Monitoring capacity
- 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