Offerings in 2010
Regular Program (3-days, 9:30 AM to 5:30 PM)
Introduction
This 3-day course introduces the concepts of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the IT Service Management Lifecycle. It also provides a set of specialized organizational capabilities for providing value to customers in the form of services.
ITIL - the Information Technology Infrastructure Library - is the most widely-accepted approach to IT Service Management in the world. It provides a cohesive set of best practice, drawn from the public and private sectors internationally. ITIL is supported by a comprehensive qualification scheme, accredited training organizations, and implementation and assessment tools. The best-practice processes promoted in ITIL both support and are supported by the International Organization for Standardization’s standard for IT Service Management (ISO 20000 ITSMS).
Contents
The course will cover:
Introduction
Defining IT Service Management
Reviewing the structure and scope of the Foundation Certification Examination
People, process, technology and partners
ITIL Concepts
Service Management as a Practice
Concepts of Service Management
The Service life cycle
Service Strategy
Define Market
Develop Offering
Develop Strategic Assets
Plan for Execution
Service Design
Service Catalog Management
Service Level Management
Capacity Planning
Availability Planning
IT Service Continuity Planning
Information Security Planning
Supplier Management
Service Transition
Transition Planning & Support
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service Validation and Testing
Service Evaluation
Knowledge Management
Service Operation
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Continuous Service Improvement
Service Reporting
Service Measurement
ROI of Services
Service Level Management
Review Program and Exam Tips
Mock Exam