ITIL Foundation v3 Course Training
Starting dates and places
Description
SUMMARY:
During the course, delegates will gain knowledge of the internationally recognised best practice terminology, structure, basic concepts and the core principles of ITIL ® v2 practices for Service Management.
CAREER PROSPECTS:
Project Managers, Service Managers
EXAMS: ITIL Foundations
MODULES:
ITIL IT Service Management Processes
- Service Desk: Understanding its role and function in the IT infrastructure and its relationship with Service Management.
ITIL Service Support Processes
- Incident Management: Definition of an incident, description of Incident Control (including recording, classification, co-ordination, matching and resolution)
- Problem Management: Definition of a p…
Frequently asked questions
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SUMMARY:
During the course, delegates will gain knowledge of the
internationally recognised best practice terminology, structure,
basic concepts and the core principles of ITIL ® v2 practices for
Service Management.
CAREER PROSPECTS:
Project Managers, Service Managers
EXAMS: ITIL Foundations
MODULES:
ITIL IT Service Management Processes
- Service Desk: Understanding its role and function in the IT
infrastructure and its relationship with Service Management.
ITIL Service Support Processes
- Incident Management: Definition of an incident, description of
Incident Control (including recording, classification,
co-ordination, matching and resolution)
- Problem Management: Definition of a problem and known error,
proactive problem management (identification of problems and
prevention of further incidents)
- Configuration Management: Defining a configuration item and the
configuration management database; impact of Configuration
Management on other IT processes.
- Change Management: Definition of a change and request for change
(RFC); description of change control and change procedures; role of
the change advisory board (CAB) and CAB/EC (for handling urgent
changes).
- Release Management: Scope and concepts; definition of definitive
software library(DSL) and definitive hardware store (DHS);
description of planning, testing and implementing.
ITIL Service Delivery Processes
- Service Level Management: Definition of a service catalogue;
identifying, negotiating, monitoring and reviewing service level
agreements (SLAs).
- Financial Management for IT Services: Reviews of budgeting,
charging and IT accounting; analysis of running costs and charging
policies.
- Availability Management: Review of reliability, availability,
resilience, maintainability and serviceability, calculating
availability, review of planning, monitoring and reporting.
- Capacity Management: Review of application sizing, workload,
performance, demand and resource management and their inputs to
modeling, definition of the capacity management database and
contents of the capacity plan.
- IT Service Continuity Management: Re-view of business continuity,
risk analysis and risk management, defining assets, threats,
vulnerabilities and countermeasures (protection and recovery),
development, testing and maintenance of the IT Service Continuity
Plan, IT recovery options and management roles.
AWARDING BODY: EXIN
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