ITIL SERVICE DELIVERY (5 days)
Service Level Management
- Planning, negotiating and managing Service Level Agreements
- Structure, content and wording
- Key service items; monitoring and reporting
- Service reviews and Service Improvement Programmes
Financial Management for IT Services
- Budgeting, IT accounting and Charging principles
- Benefits of costing and charging
- Charging policies, charging methods & impact on SLAs
Availability Management
- Planning and maintaining high availability systems
- Risk analysis and management
- Calculating and meeting service level availability and reliability targets
Capacity Management
- Building a capacity management database
- Workload management, application sizing, resource management
- Demand management, performance monitoring and tuning
- Modeling and capacity planning
IT Service Continuity Management
- Developing an IT Service Continuity Plan and interfacing into an organisation's Business Continuity Plan
- Business impact analysis, risk analysis, continuity options
- Implementation, testing and ongoing maintenance of the plan
ITIL SERVICE SUPPORT (5 days)
Configuration Management
- Basic concepts and terminology
- Configuration breakdown and relationships
- Building, implementing and managing a configuration management database (CMDB)
- Using a CMDB to manage incidents, problems & changes
Incident Management
- First line incident management
- Interface between IT and users
- Incident logging and escalation
- Coding systems, diagnostic aids
- Service quality metrics and reporting
- Service desk types & the staff skills required
- Service desk contribution to the quality of the overall service provision
Problem Management
- Incidents, problems and known errors
- Problem control and prevention
- Analysis and targeting techniques
- Categorisation, priority and severity coding provision
Release Management
- Storage, control and release of authorised software/hardware
- Definitive Software Library (DSL) and Definitive Hardware Store (DHS) with interfaces to the configuration management system
Service Management Tools
- The tools available and selecting the most appropriate tool for your organisation
REVISION DAY (1 day)
- Examination tips
- Advice and guidance on answering examination questions
- Key points for each Service Management process to aid revision
- Familiarity with the examination 'case study'