ITIL Service Delivery Training
(IT Infrastructure Library) - 5 Days
Service Delivery Course
Description
The IT Service Management Service Delivery course
is the second part of a 2 week course that complements
the Foundation course and conducts a more in depth
introduction/discussion relating to the concept
of IT Service Management (ITSM) and a framework
for identifying and interrelating the various
activities involved in developing, delivering,
measuring, and improving IT services to the user
communities.
The origins of the course can be found in what
is known as the Information Technology Infrastructure
Library (ITIL), a set of documents describing
best practices in a number of IT service areas.
ITIL was first developed by the UK Government
who created the Information Technology Infrastructure
Library after consulting and involving industry
experts and government organizations in relationship
to “Best Practice”. Its popularity
as a driving force behind effective IT management
has resulted in the establishment of a certification
program.
This level of Certification, the purpose of which
is to establish that an individual has a solid
understanding of ITIL. This course, combined with
additional experience, contributes to the students’
capacity to successfully pass the ITIL Management
certification.
Goals
The Goals of this course are to:
- Discuss the concepts underlying IT Service
Management (Service Delivery).
- Discuss best practice as documented in the
Information Technology Infrastructure Library
Understand the roles, processes, and components
that are part of certain key ITSM areas: IT
Service Continuity Management, Availability
Management, Capacity Management, Financial Management
for IT Services and Service Level Management
(Also mentioned will be topics from the first
week Service Desk, Incident Management, Problem
Management, Change Management, Configuration
Management, Release Management).
- Be aware of what is the best practice and
the implications of its implementation
Enable student's to pass the ITIL Service Management
Certification.
Student Objectives
- Understand the history of ITIL, its purpose,
and structure.
- Understand the objectives of the ITIL practices
and be able to identify which of those practices
could add value if implemented in one's own
IT environment.
- Understand the main elements of the ITIL
model .
- Know where additional information can be
attained
Student Profile and Prerequisites
Students will have successfully completed and
passed the Service Management Foundation Exam
and should have at least some experience with
the specification, development, installation,
and/or management of information technology. This
course will benefit those people who are responsible
for the delivery of IT services required by their
company or business, such as system and network
administrators, IT managers, business analysts,
business process specialists, systems analysts,
IT architects, and CIO's of small companies.
Price (per participant): £1225
(ex VAT)
To find out about dates, booking (available
online) and availability for this course,
please visit our events
calendar.
For a full course description
and briefing, please contact
us.
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