|
ITIL service management essentials
 ITIL Service Management Essentials is an intensive
instructor-led course that:
-
Provides a complete overview of All 11 ITIL
components, including goals, key terms, responsibilities, and keys to success
-
Prepares students to pass the ITIL Foundation exam
-
Helps students leverage ITIL concepts and practices in their daily work
duration
2 days
level
Introductory
prerequisites
None
class size
Up to 16 students
examination
Includes the exam leading to the
Foundation Certificate in IT Service Management (40 questions, multiple-choice)
course materials
- Student workbook including classroom presentation, sample exams, job aids, and glossary
- ITIL Pocket Guide
course content
- Introduction to Service Management
- Introduction to ITIL
- Service Level Management
- Planning and negotiating SLRs and SLAs
- SLA structure
- OLAs and UCs
- Financial Management
- Budgeting
- IT accounting
- Charging
- Service Desk
- Function and role
- Local, central, and virtual Service Desks
- Structural considerations
- Incident Management
- Incidents, Problems, and Known Errors
- Integration with Problem and Change Mgmt.
- Incident lifecycle
- Major Incidents
- Problem Management
- Reactive and proactive Problem Management
- Problem Control and Error Control
- Codification and categorization
- Problem solving techniques
- Configuration Management
- The Config. Management Database (CMDB)
- CI planning, identification, control, and audit
- The DHL and the DHS
- Planning and implementing the CMDB
- Change Management
- Integration with Incident and Problem Mgmt.
- The Change Advisory Board (CAB)
- Change types
- The Change lifecycle
- Release Management
- Release policies, rollout, units, and types
- The DHL and DHS
- Planning, communication, and testing
- Capacity Management
- Business and Service Capacity Management
- The Capacity Database (CDB)
- The Capacity Plan
- Monitoring, modeling, and sizing
- Availability Management
- Availability, reliability, maintainability
- Serviceability and security
- Availability plan
- Availability methods and techniques
- Security Management
- Confidentiality, integrity, and availability
- Privacy, anonymity, and verifiability
- IT Service Continuity Management
- Business Continuity Management
- Business Impact Analysis and Risk Mgmt.
- IT recovery options
- Operational management
- Course Summary
- Exam preparation
- ITIL Foundation Certification Exam
|
Mexico