ITIL™ Service Support - £1495+vat

Course Duration - 5 Days

What are the course objectives?

To consider the business, management, technical, organisational and operational issues associated with each Service Support and Service Delivery process and plan ‘best practice’ improvement strategies.

Who should attend?

Managers, consultants, IT suppliers and experienced development, support and operations practitioners, whose contributions impact upon the quality of the IT Services delivered to Customers

Staff who are implementing a Service Management function which will operate within the ISO20000, ISO9000/2000, BS7799 standards, or the BQF/EFQM Business Excellence Model

Staff who require the internationally recognised Manager’s Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management

What are the pre-requisites?

Ideally, you should have at least 5 years relevant IT experience. If you intend to sit the exam, you must hold the ITIL Foundation certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to version 2 of ITIL best practice, before attending this course.

What will this course give me?

This course will enable you to plan, manage and implement the ITIL-based Service Support and Service Delivery processes and, for each, describe the:

Goal, scope and benefits
Activities/tasks
Process relationships
Priorities
Inputs and outputs
Management Information
Technology
Data requirements
People issues
Implementation and improvement
Best practice
Finance
Timescales
Exam topics and mock exam questions

What is provided?

Comprehensive course materials
Example questions
Lunch and refreshments
Exam revision materials
ITIL Service Support Book
ITIL Service Delivery Book

Course Contents

Configuration Management

Basic concepts and terminology
The Configuration Management Database (CMDB)
CI breakdown level, relationships, attributes
Identification, control, status accounting and verification
Planning
Management information

Change Management

The change management process: normal and urgent procedures
Roles and responsibilities
Change models, prioritisation and categorisation
Change assessment and authorisation

Service Desk

The function and position of the Service Desk with the organisation
Service Desk technologies, roles, responsibilities, functions, staffing levels, skills, environment, processes and procedures

Incident Management

The Incident Management process: logging, prioritisation, escalation, resolution, closure and review
Planning and implementing Incident Management
Metrics and reporting

Problem Management

Problem and Error control
Analysis and trend identification
Categorisation, priority and severity coding
Proactive Problem Management

Release Management

Storage, protection and control of software
The Definitive Software Library
Legal and licensing issues
Software distribution and implementation
Version and release management

Course	Location	Date
ITIL Service Support	London	12.02.08
ITIL Service Support	Manchester	18.02.08
ITIL Service Support	Manchester	12.05.08
ITIL Service Support	London	19.05.08