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Who should attend ITIL Service Management Essentials
IT Professionals
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ITIL Service Management Essentials  

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Seminar Summary:

In this course, students will learn how to effectively organize and work within a team environment. (see full course description)

 
 
 

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Training Course Syllabus:


Duration:
Online Live - 5.00 Sessions
Instructor-led Classroom Learning - 2.00 Day(s)
Mentored Learning - Flexible

At Course Completion:
After attending this workshop, attendees will understand how ITIL processes can improve IT operations. In particular, participants will: - Understand ITIL´s five operational processes, single function and five tactical processes - Comprehend the main activities of each process - Be aware of key ITIL definitions - Understand the scope and operation of an ITIL compatible Service Desk - Understand how to integrate IT service management framework, based on ITIL best practice guidelines, into their own organizations - Be prepared to take the Foundation Certificate examination


OUTLINE:

Lesson 1: Introduction to Service Management
The importance of Service Management
Service Management disciplines
The need for a service culture
The Service Desk

Lesson 2: The purpose and importance of the Service Desk
Service Desk options
Skill profiles
Contribution to overall service quality
Service Level Management

Lesson 3: What is an SLA and its purpose?
Typical contents
Reporting and reviewing
Incident Management

Lesson 4: What is Incident Management?
The Incident Management process
Problem Management

Lesson 5: What is Problem Management?
Day-to-day and pro-active activities
Configuration Management

Lesson 6: Basic principles and terminology
How Configuration Management underpins Service Management
Change Management

Lesson 7: The need for Change Management
Change procedures
The role of the change manager
Release Management

Lesson 8: Definitive Software and Hardware Libraries
Release strategy and control mechanisms
Availability Management and IT Service Continuity

Lesson 9: Business Impact Analysis
Risk management
The IT Service Continuity Plan
Financial Management for IT Services

Lesson 10: Financial structures
Costing and charging
Budgets and IT accounting
Capacity Management

Lesson 11: The need for Capacity Management
Elements of Capacity Management

Seminar Summary:

In this course, students will learn how to effectively organize and work within a team environment. (see full course description)

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