Overview
This five-day instructor-led workshop, together with the Service Delivery Workshop, is based on the IT Infrastructure Library and is suitable preparation for those wishing to take the examination leading to the I.S.E.B. Certificate in IT Service Management.
The course will be delivered using a number of techniques: formal lecturing, group discussions, syndicate discussions, presentations, individual exercises and exam questions.
Students will be required to do some syndicate work / self study in the evenings.
This intensive workshop is intended for experienced Service Management Consultants and Line Managers with responsibilities for the day to day running of the operations and support of an IT Infrastructure.
A copy of the ITIL Service Support book is provided for each delegate.
The course and trainers are fully accredited by the BCS/ISEB through Opsys-SM2.
Recommended Follow-Up Training
Participants wishing to take the I.S.E.B. examination leading to the Certificate in IT Service
Management should attend:
- SERVICE DELIVERY
- EXAM-PREP
Delegates will learn how to:
- Appreciate and use the main features of the ITIL Service Support disciplines:
- Configuration Management, Incident Management, Problem Management, Change Management, Service Desk and Release Management to the benefit of their organisations.
- Plan, design, implement and operate within each of the IT Service Support modules.
Prerequisites:
Attendees must have five years relevant IT experience and have passed the ITIL Foundation examination.
Course Outline
IT Service Support Overview
Why Service Management?
Service Supports relationship with Service Delivery
Configuration Management:
Configuration Identification
Configuration Management Database
Configuration audits & control
Status accounting
Planning and managing
Configuration Management
Costs & benefits
Service Desk:
Incident data capture, Customer / User requirements, Promoting IT Services, Planning for the Service Desk, Managing the Service Desk
Incident Management:
Dealing with incidents, Managing incidents, Progressing incidents
Problem Management:
Root Cause Analysis
Processes
Problem and Error Control
Planning for Problem Management
Managing Problem Management
Change Management:
Change Management Components
Requests for Change
Change authorisation
Change build & test
Review
Urgent change
Release Management:
Why have Release Management?
What is Release Management?
Planning for Release Management
Managing Release Management
Software & Hardware control
Spaces