2008 Training Schedules
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ITIL Foundations for IT Service Management
Service Management Essentials is intended to introduce students to the essential concepts associated with the IT Infrastructure Library (ITIL) and prepare students to take the (optional) ITIL Foundations Certification Examination. ITIL is a set of books that provides comprehensive and interrelated codes of practice in achieving the efficient support and delivery of high quality, cost effective IT services. The ITIL Foundations Examination tests the candidate for an essential level of understanding of ITIL concepts.
The primary audience for this course is IT professionals with a role in the efficient support and delivery of high quality, cost effective IT Services.
After completing the course, students will be able to:
- Demonstrate an understanding of ITIL Service Support and Delivery processes, interfaces, and relations between them and to wider IT issues.
- Demonstrate knowledge of essential service management concepts and awareness of essential service management techniques.
- List cost, benefits, and possible problems associated with implementing ITIL Service Support and Service Delivery processes.
- Achieve Foundation-level certification, if desired
- Be competent to apply service management essentials and participate in service delivery/support functions in your own work.
- While this course has no specific prerequisites, it’s assumed that students will have a basic level of IT literacy.
Lesson 1: Introduction to Service Management and ITIL
- Introduce IT Service Management
- Introduce ITIL Infrastructure Library publications
- Introduce ITIL Industry
Lesson 2: ITIL Concepts and Terminology
- Service Level Management
- Financial Management for IT Services
- Service Desk
Lesson 3: ITIL Concepts and Terminology
- Incident Management
- Problem Management
- Configuration Management
Lesson 4: ITIL Concepts and Terminology
- Change Management
- Release Management
- Capacity Management
Lesson 5: ITIL Concepts and Terminology
- Availability Management
- Security Management
- IT Service Continuity Management
Lesson 6: ITIL Summary
- ITIL Program Summary
- ITIL Foundations Certification Exam Preparation Lesson
In order for a class to be successful, all students should share the same general level
of knowledge and experience. If a participant does not demonstrate these, the instructor will take
the necessary steps either to prepare the participant or place him/her in a more appropriate course.
This policy is intended to maintain the high level of quality control that you have come to expect.
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