ITIL Foundations V3

Niveau
Tijdsduur
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Beschrijving

"ITIL Training: experience IT management techniques and start using repeatable, documented Processes to reinforce your status as a first-in-class company!"

ITIL Training objectives: 

  • ITIL training to prepare participants for the Foundation certificate in Service Management.
  • To enable participants to articulate the purpose and objectives of Service   Management.
  • To introduce the concepts and processes of Service Management: a controlled   and disciplined approach to the support and delivery of quality services.
  • To appreciate how a framework, process and procedures are essential in providing a stable quality service.
  • To understand the ITIL processes and procedures needed to d…

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Nog niet gevonden wat je zocht? Bekijk deze onderwerpen: ITIL v3, ITIL Overzicht, ITIL Practitioner, ITIL Foundation examen en ITIL Intermediate.

"ITIL Training: experience IT management techniques and start using repeatable, documented Processes to reinforce your status as a first-in-class company!"

ITIL Training objectives: 

  • ITIL training to prepare participants for the Foundation certificate in Service Management.
  • To enable participants to articulate the purpose and objectives of Service   Management.
  • To introduce the concepts and processes of Service Management: a controlled   and disciplined approach to the support and delivery of quality services.
  • To appreciate how a framework, process and procedures are essential in providing a stable quality service.
  • To understand the ITIL processes and procedures needed to deliver effective,   quality IT.
  • To identify key elements of the eleven ITIL Service Management disciplines.
  • To appreciate the crucial role planning plays in delivering Quality IT services.
  • To show how essential it is to monitor and measure in order to quantify successful service delivery.
  • To understand the crucial role SLA’s play in ensuring both customer and IT supplier understand an organizations business and IT requirements.

During this 3 days course, we’ll combine theory and practical exercises to make sure the participants acquire a thorough insight into the inner workings of ITIL.

What you will learn :

 ITIL Fundamentals

  • Origins, development and governance of the ITIL methodology
  • Defining IT Service Management
  • Reviewing the structure and scope of the Foundation Certification examination
  • People, process and technology

Implementing the Service Desk function and Incident Management

  • Distinguishing the Service Desk from call centers and help desks
  • Costing the Service Desk
  • Service Desk business benefits
  • Identifying incidents
  • Categorizing and prioritizing incidents
  • Investigating and processing incidents through to closure
  • Significance of monitoring and reporting

Identifying and resolving problems

  • Minimizing the adverse effects of incidents and problems
  • Proactive and reactive problem management
  • Getting to the root cause
  • Progressing error correction

Controlling change via Change Management

  • Setting up a change advisory board
  • Analyzing the impact of proposed changes
  • Establishing standard methods and procedures for managing change

Blueprinting infrastructure through Configuration Management

  • Relationship with incidents, problems, changes and releases
  • Identifying, controlling and maintaining configuration items
  • Measuring compliance

Release Management from planning to deployment

  • Working through Release Management stages
  • Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
  • Accounting for technical and non-technical aspects of the release

Structuring the Service Level Management (SIM) life cycle

  • Operation Level Agreements (OLA)      
  • Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)   
  • Planning, implementing and delivering Service Level Agreements (SLA)       
  • Continual improvement of delivering service

Ensuring availability

  • Meeting business objectives through Availability Management       
  • Planning, improving, measuring and reporting for availability
  • Applying the ARMSS model of Availability Management
  • Measuring system unavailability

Maintaining IT Service Continuity

  • Initiation, requirement analysis, and strategy definition
  • Implementation and operational management
  • Identifying, planning and managing for risks and risk impacts
  • Invoking contingency plans in crisis situations

Building effective Capacity Management

  • Managing business, service and resource capacity
  • Monitoring capacity
  • Tuning systems to optimize performance
  • Designing and delivering a Capacity Database (CDB)

Planning effective Financial Management

  • Developing, budgeting, charging and accounting systems for IT services  
  • Planning ongoing management and operation
  • Providing essential management information for workable and cost-effective operations

Securing infrastructure processes

  • Managing confidentiality, integrity and availability (C-I-A) of data
  • Integration of Security Management with other ITIL processes

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