ITIL V2 Foundation Certificate in IT Service Management

Prerequisites:

Staff entering an IT environment who might have day-to-day responsibilities within one or more of the service management disciplines

Staff working in an IT service management discipline who wish to broaden their understanding of how their role fits into the wider service management framework

Other staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT service management.

Delegates should already have a basic working knowledge of the building blocks of IT services.

Course Description:

This course provides comprehensive first-level training for anyone involved in support and delivery of IT Services. It is accredited by, and follows the syllabus specified by the Information Systems Examination Board of the British Computer Society ()

It culminates in an optional one-hour multiple-choice examination for the ISEB Foundation Certificate in IT Service Management and is a pre-requisite for the more in-depth Manager's and Practitioner Certificate qualifications.

The course covers the fundamentals of the IT Infrastructure Library® (ITIL®) Service Delivery and Service Support publications as formulated by the UK Office of Government Commerce (OGC). ITIL provides vendor and technology independent set of best practice around how to manage IT services in the most efficient and effective way. It is rapidly becoming globally accepted as a starting point for service improvement and is supported by an associated BS/ISO Standard ISO/IEC20000. More information can be found at the OGC web-site:

(ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office)

(IT Infrastructure Library ® is a Registered Trade Mark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce)

The course is comprised of lecture sessions, short exercises which reinforce the knowledge gained and practice examinations. Some overnight reading and exercises are included to enable preparation for the examination.
Those delegates taking the ISEB certificate exam on the final day will need to plan to spend 60-90 minutes each evening on revision and example examination questions.

ISEB examination
1 hour multiple-choice examination leading to the ISEB Foundation certificate in IT Service Management (optional), These delegates should also book course code QASMEEX. Candidates with special examination requirements should consult the ISEB web site () for the ISEB Reasonable Adjustments policy. Note that we must be advised at least four weeks in advance of any special requirements.

This course includes the following modules:

Configuration Management

• Configuration Items and their relationships
• Planning control, levels, variants, models, versions and copies
• Naming conventions
• baselines
• Building, implementing and managing a configuration management database
• Using it to manage problems and changes
• Configuration audits
• The Definitive Software Library (DSL)
• Definitive Hardware Store (DHS)
• Software Licence Management
• Change & Configuration Management (C&CM) Plan

Service Desk

• The Service Desk Function and role
• Interface between IT and users
• Business Process Support
• Local, central and virtual Service Desks
• Reporting IT Service Quality
• Structuring the Service Desk
• Service Desk Education and Training
• Use of knowledge bases
• Outsourcing the Service Desk

Incident Management

• The Incident Management Process
• First line incident support
• Business Application Support
• Designing the incident management process
• Coding systems and use of scripts
• Incident record content
• Escalation

Problem Management

• Incidents, problems and known errors
• Problem control and prevention
• Error control procedures
• Coding systems for problem/error categorisation impact, urgency and priority
• Proactive Problem Management
• Problem solving techniques

Change Management

• Organisation of the Change Management function
• Role of the Change Advisory Board
• Procedures for handling requests for change
• Priority levels and handling urgent changes
• Change authorisation
• Scheduling, testing, backout plans and implementation of changes
• Interface with project management
• Change & Configuration Management (C&CM) Plan
• Change Models

Release Management

• Storage and protection of management-authorised software in both centralised and distributed systems
• The Definitive Software Library
• Release of software and/or hardware into the live environment
• Distribution of software
• Implementation (bringing into service) of software and/or hardware
• Client-server and Internet issues

Service Level Management

• Planning, negotiating and managing Service Level Requirements and Agreements
• Structure and content of typical Service Level Agreements
• Key service items
• The SLM process
• Monitoring, reporting & reviewing
• Service Targets
• Underpinning contracts and OLAs
• Service Improvement Programs (SIPs)

Capacity Management

• Business Capacity Management
• Service Capacity Management
• Resource Management
• Modelling and simulation
• Building a capacity management database
• Demand management
• Application sizing
• Capacity Planning

IT Service Continuity Management

• Loss of IT service
• Risk analysis and management
• IT recovery options
• Creating an ITSCM plan
• Implementing and testing the plan
• Links to Business Continuity Plans
• Return to normal

Financial Management for IT Services

• Budgeting, IT Accounting & Charging
• Building Cost Models
• The importance of money as a management metric
• Investment appraisal
• Charging policy & pricing methods

Availability Management

• Planning and maintaining IT services
• Recovery of failed systems
• Ensuring that the availability and reliability of IT services to customers is in accordance with Service Level Agreements
• Availability plans
• Vital Business Functions (VBF)
• Methods & Techniques
• Security