| Introduction |
• The ITIL framework - Mission, Objectives, Processes, Tools, Dependencies, Benefits,
• Costs and possible problems
• BSI code of practice and IT Infrastructure Library (ITIL)
• The total life cycle approach
• Control, Resolution, Release and Delivery Processes
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| Configuration Management |
• How to identify, control, account for and verify IT assets
• The configuration management database and its role in service management
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| Service Desk and Incident Management |
• How to manage and control incidents
• What is 'first-line incident support
• Customer, Supplier and Partners
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| Problem Management |
• How to isolate problems from incidents
• Control problems and fix errors
• Third party supplier issues
• Pro-active and Re-active methods
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| Change Management |
• How to control changes through the stages of impact analysis
• Assess, Authorize, Prioritize, Schedule, Test and Implement Change
• Role of Change Manager
• Change Advisory Board using change methods
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| Release Management |
• How to store and release authorized software in centralized and decentralized environments
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| Service Level Management |
• How service level/operational requirements, catalogues, operational and service level agreements are developed.
• Supplier/Client Management issues.
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| Availability Management |
• How to improve service availability
• Service/supplier chains
• Planning and maintaining IT systems
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| Capacity Management |
• How a capacity plan is created
• Workload, Resource, Performance, Applications and Demand Management.
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| 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.
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| Financial Management for IT Services |
• How financial management works.
• Key principles of budgeting, accounting and charging
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