ITIL Foundation for IT Services Management + ITSM simulation

Popis kurzu

This course introduces the concepts of IT Service Management (ITSM) and how to apply the HP ITSM Reference Model, based on the industry standard IT Infrastructure Library (ITIL) model. The course discusses a set of processes involved in developing an IT framework. The student will gain the knowledge required to take the Foundation Certificate in IT Service Management.

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POZNÁMKA: CENA ZKOUŠKY EX0-100 ITIL FOUNDATION CERTIFICATE IN ITSM, NENÍ ZAHRNUTA V CENĚ KURZU. CENA ZKOUŠKY JE 4.305,-Kč.

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Určeno pro

• All IT staff, system and network administrators, managers, and executives who are responsible for the delivery of IT services in an organization

Obsah kurzu

With the successful completion of this course you will be able to:

• Gain a fundamental understanding of service delivery and service support processes.
• Gain the knowledge necessary to prepare for the "Foundation Certificate in IT Service Management" examination from either EXIN or ISEB.

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Detailed Course Outline

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Service Management

• Introduction to IT service management
• ITIL introduction
• Continuous improvement
• Mock exams (homework)

Service Desk

• Handling Calls
• Service Desk options

Incident Management

• The difference between Incidents, Problems and Known Errors
• Incident control process
• Classification, prioritization and escalation

Problem Management

• Problems and Known Errors
• The Problems Control and Error Control processes
• Reactive and proactive problem management

Configuration Management

• Providing information on the IT Infrastructure
• Configuration Items
• Configuration Management Database
• Configuration Management Process

Change Management

• Change Management process
• Approving and scheduling changes
• Change Advisory Board
• Emergency changes

Release Management

• Release and distribution process
• Release policies and types
• Definitive Software Library

Service Level Management

• Service Level and Operational Level

Agreements

• Underpinning Contracts
• Service Improvement Program
• Customer relationship management

Financial Management

• Budgeting, accounting and charging
• Cost Models and Cost Categorization
• Cost recovery

Capacity Management

• Capacity database
• Demand and workload management
• Resource and performance management
• Capacity planning

Availability Management

• Reliability and maintainability
• Resilience and serviceability
• Calculating availability

IT Service Continuity Management

• Risk analysis
• Planning for potential disasters
• Testing and Executing Continuity Plans

Security Management (this module only applies to students taking the EXIN examination)

• Security Management Process
• Information Security Model
• Responsibilities
• Security and ITIL

Examination: ITIL Foundation for IT Service Management

• Exam preparation
• Mock exams

Předpoklady

• Experience and knowledge of IT computing environments are useful but not essential

Studijní materiály

Návaznosti

• ITIL Practitioner Courses
• ITIL Service Manager: Service Support + Service Delivery * Recognize 18 PDUs (Professional Development Units) for PMI's (Project Management Institute) continuing education requirements