ICA001

IT Infrastructure Library (ITIL)


IT Infrastructure Library (ITIL)

PACKAGE INCLUDES

  • 4 CD-ROMs featuring live instructor-led classroom sessions with full audio, video and demonstration components with over 4 hours of instruction by Robert Brents
  • Printable courseware
  • Focused on practical solutions to real-world development problems


    • Single User CD Course
    £ 148
    Single User Online Course
    £ 118
    Multi User CD Course
    £ 296

    COURSE INTRODUCTION

    This instructor-led course will provide students with a set of best practices standards for Information Technology (IT) service management. ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

    The IT Infrastructure Library (ITIL) is so named as it originated as a collection of books each covering a specific 'practice' within IT management. These books were later consolidated into a number of 'sets' that group related sets of process guidelines for different aspects of the management of Information Technology systems, applications and services. Taken as a whole, ITIL provides a comprehensive set of guidance that provides management processes linking the technical implementation and operations guidelines recommended by specific equipment or software manufacturers and the strategic management, operations management and financial management of a modern business.

    Course Outline


    Course Introduction

    Course Introduction

    What is ITIL?

    What is ITIL?
    ITIL and QOS
    Who's Using ITIL?
    Benefits of Using ITIL
    Benefits to the Customer and User
    Benefits of ITIL to IT
    Implementation Problems
    Seven Disciplines of ITIL
    What Is ITSM?
    Eleven Practices of ITSM
    Service Delivery & Service Support
    ITIL Big Picture
    Chapter 1 Review

    Service Delivery

    Service Level Management
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Benefits
    Potential Consequences
    Capacity Management
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Benefits
    Potential Consequences
    Availability Management
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Benefits
    Potential Consequences
    IT Service Continuity Mgmt
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Benefits
    Potential Consequences
    Financial Mgmt for IT Service
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Benefits
    Potential Consequences
    Chapter 2 Review

         		 

    Service Support

    Incident Management
    Goals
    Roles & Responsibilities
    Process Summary
    Action Steps
    Benefits for Business
    Benefits for IT
    Potential Consequences
    Problem Management
    Introduction
    Relationship with Incident Management
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Benefits
    Potential Consequences
    Configuration Management
    Key Concepts
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Benefits
    Potential Consequences
    Change Management
    Introduction
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Benefits
    Potential Consequences
    Release Management
    Goals
    Procedures
    Action Steps
    Benefits
    Potential Consequences
    Service Desk
    Goals
    Architecture
    Service Desk Activities
    Responsibilities
    Customer Support
    Incident Classification
    Incident Completion
    Service Quality
    Key Success Factors
    Quick Wins: Examples
    Potential Problems
    Chapter 3 Review

    Security Management

    Introduction
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Interface with Other ITSM Disciplines
    Management Oversight
    Benefits
    Potential Consequences
    Chapter 4 Review

         		 

    ICT Infrastructure Management

    Overview
    Design and Planning
    Objectives
    Inputs
    Processes
    Deliverables
    Roles & Responsibilities
    Management Processes
    Deployment
    Benefits
    Costs
    Possible Problems
    Roles & Responsibilities
    Management Processes
    Design Phase
    Build Phase
    Rollout Phase
    Operations
    Management Processes
    Management of ICT Infrastructure Events
    Inputs
    Deliverables
    Roles & Responsibilities
    Technical Support
    Goals
    Management Processes
    Inputs
    Deliverables
    Roles & Responsibilities
    Chapter 5 Review

    Applications Management

    Introduction
    Positioning Of Application Management
    Managing the Business Value
    Aligning Business and IT
    Key Business Drivers
    Managing the Application "Portfolio"
    Aligning the Delivery Strategy
    The Application Management Lifecycle
    Requirements Phase
    Design Phase
    Build Phase
    Deploy Phase
    Operate Phase
    Optimize Phase
    Roles And Functions
    Goals and Metrics
    Benefits of Application Management
    Potential Consequences
    Chapter 6 Review

    Planning to Implement Service Management

    Introduction
    Methodology
    Optimal State
    Current State
    Desired State
    The Path
    Milestones
    Sustaining Momentum
    Chapter 7 Review

    The Business Perspective

    Overview
    The Value of IT
    Value Perspective
    Business/IT Alignment
    Understanding the Business Viewpoint
    Managing Service Provision
    Roles, Responsibilities & Interfaces
    Chapter 8 Review

    Course Closure
    Page Execution time is 4.156 seconds.