Course: ISEB Infrastructure Management

This five day course leads to the ISEB examination and qualification ITIL  Infrastructure Management. The course will be of benefit to IT professionals responsible (or potentially responsible) for the management of ICT infrastructure including: design and planning, deployment, operations and technical support.

The course is a very practical learning experience with a number of exercises and scenarios built in. It includes a practice examination paper which, like the live exam, will be based on a case study which will require in-depth analysis and comprehension.

On successful completion of the course, delegates will be able to demonstrate knowledge and application of the processes required to manage an ICT infrastructure. They will be able to define the interfaces and dependencies with other areas involved in the specification, design, development, continuous improvement, support, or delivery of ICT services.

Pre-Requisites

It is strongly recommended that candidates hold the IT Service Management Foundation Certificate before taking this course. In addition, candidates are required to complete an essential assignment prior to starting the course.

Structure

The course will consist of lecturer-led tuition, group discussions, in-course assignments, and a practice examination paper.

The “live” examination is a separate event, under the control of the ISEB and take place every two to three months, the examinations are always held on a Wednesday afternoon between 13:00 and 16:30; duration: 3.5 hours (which includes 30 minutes reading time for the case study). At the time of producing this outline description the venue for the live ISEB examination is London.

Delivered by a Focus Training Partner which specialises exclusively on IT Service Management:

- Courses never cancelled

- Trainers have hands-on ITIL experience

- Free refresher programme if you are unfortunate enough to fail the exam

Introduction, overview, costs, benefits and problems -

Introduction to the qualification, ITIL, an overview of ICT Infrastructure Management (ICT IM), the ICT IM processes and the service lifecycle, together with the costs, benefits and problems associated with “best practice” ICT IM processes and their implementation.

Planning and design processes for the ICT infrastructure -

The need for planning and design processes, their deliverables and
alignment with business and IS design and planning processes.

Programme and Project Management for the ICT infrastructure -

The overall need for the co- ordination and management of internal and external projects, resource scheduling, business priority and alignment, risk assessment and management and conflict resolution, in the implementation of business and service change management. In addition, the control of projects to develop corporate infrastructure, compared with conventional IS development projects.

Requirements Analysis and Business Cases for the ICT infrastructure -

The analysis of business requirements to produce Statement of Requirement, Gap Analysis, Feasibility Study, Business Case and Invitation to Tender documents. In addition, how each deliverable is used to ensure that the business solution delivered meets functional and non-functional requirements, through exploring the link with Application Management.

Supplier, Product and Service selection -

The use of structured methods and approaches to the selection of suppliers, products and services, including the risks and benefits associated with outsourcing.

ICTIM and the supporting processes

The objectives, processes, deliverables, roles and responsibilities of each of the ICT IM supporting processes; ICT IM and Administration, Design and Planning, Testing, Deployment, Operation and Technical Support, understanding management domains (including the environmental domain) and readiness assessment.

Interfaces to other ITIL processes and functions

Reviewing and understanding the ICTIM processes Interfaces and dependencies between ITIL Service Support and Service Delivery processes/functions.

Implementing ICT IM

The activities involved in implementing an effective ICTIM process and function. Incorporating: a vision, policy, implementation plan and strategy, communications, technology and management architectures, developing culture, enterprise management tools and processes and breaking down technical and process “silos”.

Realising the Benefits of ICTIM

Realising the benefits of formalised ICT Infrastructure Management through the use of: Quality management, Maturity management and continuous improvement initiatives.