ITIL Managers Revision Day
Course Duration
1 Day
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