ICA002

IT Service Management (ITSM)


IT Service Management (ITSM)

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
    £ 198
    Single User Online Course
    £ 158
    Multi User CD Course
    £ 396

    COURSE INTRODUCTION

    As businesses demand more from IT managers, organizations are looking to ITIL (IT Infrastructure Library) Service Management as the best practice approach to operational and service excellence. ITSM employs ITIL documented best practices and in most cases extends into additional areas such as enhanced processes and implementation to provide additional value-added functionality. ITSM methods have evolved to include specific ways to enable and optimize assessment, planning, and implementation of ITIL best practices.

    Course Outline


    Course Introduction

    Course Introduction

    ITIL and ITSM

    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
    7 Disciplines of ITIL
    ITIL & ITSM Overview
    Security Management
    ICT Infrastructure Management
    Application Management
    Planning to Implement Srvc Management
    The Business Perspective
    Chapter 1 Review

    Service Level Management

    Introduction
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Interface with Other ITSM Practices
    Management Oversight
    Benefits
    Potential Consequences
    Chapter 2 Review

    Capacity Management

    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Interface with Other ITSM Practices
    Management Oversight
    Benefits
    Potential Consequences
    Chapter 3 Review

    Availability Management

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

    		 

    IT Service Continuity Management

    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Interface with Other ITSM Disciplines
    Management Oversight
    Benefits
    Potential Consequences
    Chapter 5 Review

    Financial Management for IT Services

    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Interface with Other ITSM Disciplines
    Management Oversight
    Benefits
    Potential Consequences
    Chapter 6 Review

    Incident Management

    Service Requests Scope
    Service Request vs. RFC
    Goals
    Roles & Responsibilities
    Incident Management Process Summary
    Action Steps
    Interface with Other ITSM Processes
    Management Oversight
    Benefits
    Potential Consequences
    Chapter 7 Review

    Problem Management

    Relationship with Incident Management
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Interface with Other ITSM Disciplines
    Management Oversight
    Benefits
    Potential Consequences
    Chapter 8 Review

    Configuration Management

    Key Concepts
    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Interface with Other ITSM Disciplines
    Management Oversight
    Benefits
    Potential Consequences
    Chapter 9 Review

         		 

    Change Management

    Goals
    Roles & Responsibilities
    Procedures
    Action Steps
    Interface with Other ITSM Disciplines
    Management Oversight
    Benefits
    Potential Consequences
    Chapter 10 Review

    Release Management

    Key Terms
    Goals
    Procedures
    Action Steps
    Interface with Other ITSM Disciplines
    Benefits
    Potential Consequences
    Chapter 11 Review

    The Service Desk

    Overview
    Goals
    Implementing SD Infrastructure
    Key Considerations
    Selecting Service Desk Structure
    Local Service Desk
    Central Service Desk
    Virtual Service Desk
    Considerations
    Incident Classification
    Incident Completion
    Technologies - Computerized Benefits
    Technologies - Customer Interaction
    Use of Internet Technology
    Responsibilities, Functions and Staffing
    Staffing Skill Set
    Service Desk Set Up
    Service Desk Procedures
    Incident Reporting and Review
    Key Success Factors
    Quick Wins Examples
    Potential Problems
    Chapter 12 Review

    Course Closure

    Course Closure
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