Overview
By collecting the best practices from top companies, the CCTA established a best practice process framework called ITIL. All the companies who contributed their best practices then adopted this guide. The best practice framework for service management contains a description on how to organize service management within your organization. This course maps directly to the exam, so students will be ready to write the exam after attending the course.
Prerequisites
Students should have at least 1 - 2 years of IT experience.
Target Student:
- Members of Help Desks, Call Centers or Service Desks.
- Lower to Middle management.
- Employees who support Change Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Financial Management for IT Services, Configuration Management and Release Management.
- Anyone who wants to proceed to the Practitioner or Master Levels.
Performance-Based Objectives
The aim of this course is to encourage all employees to participate in the success of their companies by:
- Aligning IT services with the current and future needs of the business and its customers.
- Improving the quality of the IT services delivered.
- Reducing the long term costs of service provisions.
Certification
The IT Infrastructure Library (ITIL®) is a series of publications giving best practice guidance on the provision of IT services and the accommodation and environmental facilities needed to support IT. ITIL® is supported by a certification structure, administered by the “ITIL® Certification Management Board” (ICMB). Please see the certification requirements for each level of ITIL® certification: Foundation, Practitioner, and Manager.
Delivery Method
Instructor resources include PowerPoint slides as well as auxiliary questions for use in a classroom setting. When a full order of courseware is ordered for use in a classroom, the instructor will receive these additional instructor resources as well.
Course duration
4 Days
Course outline
- Service Desk
- Configuration Management
- Incident Management
- Problem Management
- Change Management
- Release Management
- Service Level Management
- Availability Management
- Capacity Management
- IT Service Continuity
- Financial Management for IT Services
At the end of each segment, the students will be asked to work on exercises to reinforce process skills.
At the end of each day, the students will be given a take home mock exam to ensure process skill retention.
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