ITIL Service Management
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Wherever there is a customer and a service provider, Service Management is needed
ITIL (IT Infrastructure Library) is the Best Practice approach to IT Service Management
ITIL provides a cohesive set of best practices, and is supported by a comprehensive ITIL training courses and qualification scheme.
ITIL training courses are held nationwide including Aldershot, Birmingham, Bristol, Daventry, Chester, Edinburgh, Exeter, Glasgow, Hinckley, Leeds, London. Maidenhead, Manchester,Milton Keynes, Newcastle, Oxford, Poole, Preston, Southampton, Swindon & Winchester
Foundation Level Courses
ITIL Foundation Certificate (3 days)
(ITIL Foundation Course Outline)
This certification demonstrates an understanding of service management disciplines and leads to the The ISEB Foundation Certificate in IT Service Management
Practitioner Level Courses
ISEB Practitioner Certificate in Service Desk and Incident Management (3 days)
The Service Desk acts as a central point of contact between the User and IT Service to handle all Incidents and requests and provides the interface for all other activities in IT Service Management
Incident Management works alongside the service desk to manage Incidents from detection to resolution and closure. The goal of incident management is to restore normal service as quickly as possible with minimum disruption to the business.
ITIL Change Management Practitioner (3 days)
Changes must be carefully managed for their entire lifecycle from initiation through to their review and closure.
A single, standardised Change process allows efficient and prompt handling of Changes in order to minimize the impact that changes have on the IT infrastructure.
Configuration, Change and Release Management (3 days)
To support the business use of IT you must control and manage changes. This course provides guidance on how to do this.
By understanding the Configuration, Change and Release Management processes you will be able to apply the basic principles involved in identifying components, knowing when and how they should be controlled and preparing components for release into the live environment.
You will also understand how Change, Configuration and Release Management supports the complete product lifecycle areas of Project Management, Application Development and Service Management. This means that you will have the demonstrable skills needed to plan, implement, run and improve a CCRM business unit.
Manager Level Courses
ITIL Service Delivery (5 days)
This course will enable delegates to plan, manage and implement ITIL® based Service Delivery processes and describe the mission, goals, dependencies, staffing issues, project stages, benefits, costs and possible problems, tools and management issues.
ITIL Service Support (5 days)
New developments in Applications, ICT and Customer Relationship Management and the Service Delivery Life Cycle (SDLC) concept, now combine to make the Service Support function even more complex and business critical than ever.
This course is designed to help you manage that complexity. It will help you create a 'world class' IT Service Support function that will help your organisation maintain and improve its business edge
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