Overview
Designed for all levels of IT Service and Support staff, this course provides IT professionals with accredited industry certification of the ITIL best practice framework. Whether adopting ITIL or embarking on continuous service improvement, participants gain a fundamental understanding of how IT Service and Support can be best organized to align IT with business needs, improve service quality and reduce long-term costs. Participants learn in an interactive dialogue-based setting from seasoned process consultants who have gained years of experience through numerous service improvement assignments. To reinforce retention and knowledge transfer, students work through applied exercises after each module.
At the end of each day participants are equipped with take-home mock exams for morning evaluation and certification exam preparation. Examination Institute for Information Science (EXIN) accredited and approved content
Performance-Based Objectives
- To encourage participation in the success of their organization by:
- Giving the student an understanding of the ITIL framework and its relationships with the 10 foundational processes and Service Desk function
- Illustrating how the ITIL processes can be utilized in any size organization
- Aligning IT services with the current and future needs of the business/customer
- Improving the quality of the IT service delivered
- Reducing the long-term costs of IT service provisions
- Promoting a common vision and language within the IT infrastructure
- Preparing participants for the 1 hour, 40-question multiple choice exam
Course duration
2.5 - 3.0 Days
Course outline
To provide the student with a fundamental understanding of the:
- Service Desk (function)
- Incident Management (process)
- Problem Management (process)
- Change Management (process)
- Release Management (process)
- Configuration Management (process)
- Service Level Management (process)
- Availability Management (process)
- Capacity Management (process)
- IT Service Continuity (process)
- Financial Management for IT Services (process)
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