ITIL Foundation Certificate in IT Service Management

Information Technology Infrastructure Library (ITIL) was developed in the 1980`s by collecting the best practices from top companies, to establish a best practice process framework. ITIL includes a description of how to organize service management within an organization. It is internationally recognized as the industry leader in Service Level Management standards. 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

Students should have at least 1 - 2 years of IT experience

• Configuration Items and their relationships
• Planning control, levels, variants, models, versions and copies
• Naming conventions
• baselines
• Building, implementing and managing a configuration management database
• Using it to manage problems and changes
• Configuration audits
• The Definitive Software Library (DSL)
• Definitive Hardware Store (DHS)
• Software Licence Management
• Change & Configuration Management (C&CM) Plan.

• The Service Desk Function and role
• Interface between IT and users
• Business Process Support
• Local, central and virtual Service Desks
• Reporting IT Service Quality
• Structuring the Service Desk
• Service Desk Education and Training
• Use of knowledge bases
• Outsourcing the Service Desk

• The Incident Management Process
• First line incident support
• Business Application Support
• Designing the incident management process
• Coding systems and use of scripts
• Incident record content
• Escalation

• Incidents, problems and known errors
• Problem control and prevention
• Error control procedures
• Coding systems for problem/error categorisation impact, urgency and priority
• Proactive Problem Management
• Problem solving techniques.

• Organisation of the Change Management function
• Role of the Change Advisory Board
• Procedures for handling requests for change
• Priority levels and handling urgent changes
• Change authorisation
• Scheduling, testing, backout plans and implementation of changes
• Interface with project management
• Change & Configuration Management (C&CM) Plan
• Change Models

• Storage and protection of management-authorised software in both centralised and distributed systems
• The Definitive Software Library
• Release of software and/or hardware into the live environment
• Distribution of software
• Implementation (bringing into service) of software and/or hardware
• Client-server and Internet issues.

• Planning, negotiating and managing Service Level Requirements and Agreements
• Structure and content of typical Service Level Agreements
• Key service items
• The SLM process
• Monitoring, reporting & reviewing
• Service Targets
• Underpinning contracts and OLAs
• Service Improvement Programs (SIPs)

• Business Capacity Management
• Service Capacity Management
• Resource Management
• Modelling and simulation
• Building a capacity management database
• Demand management
• Application sizing

• Loss of IT service
• Risk analysis and management
• IT recovery options
• Creating an ITSCM plan
• Implementing and testing the plan
• Links to Business Continuity Plans
• Return to normal

• Budgeting, IT Accounting & Charging
• Building Cost Models
• The importance of money as a management metric
• Investment appraisal
• Charging policy & pricing methods.

• Planning and maintaining IT services
• Recovery of failed systems
• Ensuring that the availability and reliability of IT services to customers is in accordance with Service Level Agreements
• Availability plans
• Vital Business Functions (VBF)
• Methods & Techniques
• Security

1 hour multiple-choice examination leading to the ITIL Foundation certificate in IT Service Management.