ITIL - Foundation Training Course (without exam)

Description

1 - IT management services concepts presentation and processes description of these two key domains: Support Services and Delivery Services 2 - ITIL Processes Global Architecture description 3 - ITIL certification Foundation exam preparation

Audience

Project Management : Project Manager, IT Manager, consultant or manager involved in a IT reorganization project ; IT Function : IT Director, System Engineer, Operations Manager, Responsible of the IT processes services, HelpDesk Manager ; Service Provider :Account Manager, Service Level Manager

Requirements

Practical experience in IT Management Services

Objectives

1. Distinguish and identify the major processes of ITIL
2. Know the best and efficiency practices of an IT service
3. Understand the ITIL processes interdependences
4. Understand the concepts such as processes’s objectives, performance indicators , roles and functions
5. To prepare yourself to the ITL Foundation certification exam in Service Management

Program

For each domain, the major processes are detailed following the chapters below:

Manage Services

Support Services

- Service Desk function

- The Process : Incident Management

- The Process : Problem Management

- The Process : Change Management

- The Process : Release Management

- The Process : Configuration Management

Delivery Services

- The Process : Service Level Management

- The Process : Availability Management

- The Process : Capacity Management

- The Process : Financial Management for IT Services

- The Process : IT Services Continuity Management

Security Management

For each major process, the following points will be presented:

- Goals and utility

- Basic notions

- Basic concept

- Benefits

- Process description

- Roles and functions

- Process control :

- Reporting; Critical success factors; Key Performance Indicators (KPI)

- Relationship with other processes

- Possible Problems areas

This basic course can be deeply complemented with a 12 days program addressing the 12 disciplines. This complement is the common-core which prepares to the 2 ITIL certifications : Service Manager ITIL & Practitioner ITIL