IT Infrastructure Library (ITIL)
ITIL was initially developed by the Office of Government Commerce (OGC) as a standard for IT Service Management within the public sector. The library is a series of best practice publications which has now been adopted by many organisations worldwide and is recognised as the global standard for IT service management.
Courses
ITIL Overview
This one-day intensive instructor-led workshop is designed to introduce the need for Service Management, its components and the benefits that can accrue from its implementation. This will enable an understanding of the impact Service Management can make on customer satisfaction and on the return on IT investment. The workshop consists of formal lecturing, discussions and exercises. There will also be an opportunity for ‘questions and answers’.
Delegates will learn how to:
- Appreciate the concepts of Service Management: a controlled and disciplined approach to the support and delivery of quality IT services.
- Interpret the contents of ITIL (Information Technology Infrastructure Library), the de facto standard for Service Management.
- Appreciate the crucial role Service Management plays in ensuring both the customer and supplier understand an organisation’s business and IT requirements.
- Justify ITIL as the framework for effective Service Management.
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ITIL Service Management Foundation
We offer this intensive 3-day course for those IT professionals involved in the delivery of business-focused IT services. It is aimed at all personnel who wish to become familiar with Best Practice for IT Service Management, as defined in the OGC IT Infrastructure Library. It also provides participants with an opportunity to gain a recognised entry-level professional qualification in IT Service Management. This certificate is a pre-requisite for further ITSM-related education.
The syllabus for the Certificate is based upon two volumes of the IT Infrastructure Library and covers the areas of Service Delivery and Service Support.
The format of the event is interactive and throughout the course understanding of the material will be assessed through the use of exercises and examination-style questions. At the end of the course, participants will sit a short multiple-choice examination leading to the ISEB Foundation Certificate.
Objectives
Attendance on this course will enable participants to:
- Describe the key ITSM processes, roles and responsibilities and the interfaces between them
- Explain the key benefits of an ITSM based approach to Service Management
- Describe some of the practical issues and costs associated with an ITSM implementation
- Prepare to undertake the ISEB examination for the ITSM Foundation Certificate
Pre-Course Requirements
Attendance on the ITIL Overview course is recommended (but not compulsory). A basic level of IT literacy is required.
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ITIL9 - Service Management - Service Support
Businesses must have access to the right IT services to support their functions. Promoting a quality-driven approach to achieving business effectiveness and efficiency through IT, this course covers Service Desks, Incident Management, Configuration Management, Change Management and Release Management.
Duration: 5 days
£1,595 per delegate, including all study materials
Revision Day, including mock examination, £250
Examinations £135 each
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.
Who will the course benefit?
Managers, consultants, FM suppliers and experienced development, support and operations practitioners, who make substantial technical decisions affecting the support and delivery of IT services.
Staff who are implementing a Service Management process which will operate within ISO9000/BS5750, BS7799 AND BS15000 or BSI DISC PD0005 standards.
Staff who require the internationally recognised Managers Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management.
Course Objectives
To examine the business, management, technical and operational issues associated with each of the Service Support components and formulate improvement strategies and processes.
Skills Gained
This course will enable delegates to:
Plan, Manage and Implement an IT Infrastructure Library® (ITIL®) based Service Support function and describe the mission, goals, dependencies, staffing issues, project stages, benefits, costs and possible problems, tools and management issues.
Practice for the ISEB Managers Certificate examination.
Prerequisites
At least five years relevant IT experience and prior attendance on a Service Management Essentials course (SME). Examination candidates MUST hold the ISEB Foundation Certificate in IT Service Management.
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ITIL10 - Service Management - Service Delivery
This course covers the level of service a provider needs to deliver consistently in order to support the business. These include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Availability Management, Contingency Planning and Capacity Management.
Duration: 5 days
£1,595 per delegate, including all study materials
Revision Day, including mock examination, £250
Examinations £135 each
How to manage IT as a business within a business
IT Service managers are responsible for delivering an ever growing and complex mix of products and services. The changes in security, continuity, legal and financial requirements as well as the growth in e-commerce and Enterprise systems delivered world-wide means that IT Service Delivery is a strategic asset for any business.
By implementing Service Management and Service Delivery Life Cycle (SDLC) 'best practices' that complement the business and IT strategy you will help improve performance, meet demand, ensure continuity, harvest the benefits and contribute to the business bottom-line.
The ISEB regulations for courses leading to the Managers Certificate in IT Service Management state that this course will have a content of 40 hours. The course will run from 9:00 am to 6:00 pm on most days. In addition, in order to fulfil this commitment for a non-residential format, evening work will be required. Delegates must be able and prepared to complete this work as it is an essential part of the course and aids preparation for the examinations. Delegates should take this into account when making travel and accommodation arrangements for the course.
Delegates should not underestimate the amount of time, commitment and effort required to, study for and, pass the examinations. The ideal plan is leave approximately 3-4 weeks between the two courses. You should leave at least 3 weeks after your second course prior to sitting the exams. This time is required to allow you to consolidate your learning by studying the ITIL® books and preparing for the examinations.
Who will the course benefit?
Managers, consultants, FM suppliers and experienced development, support and operations practitioners, who make substantial technical decisions affecting the support of IT services.
Staff who are implementing a Service Management process which will operate within ISO9000/BS5750, BS7799 and BS15000 or BSI DISC PD0005 standards.
Staff who require the internationally recognised Managers Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management.
Course Objectives
To examine the business, management, technical and operational issues associated with each of the Service Delivery components and formulate improvement strategies and processes.
Skills Gained
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. Practice for the ISEB Managers Certificate examination.
Prerequisites
Ideally at least five years relevant IT experience and attendance on a Service and Support essentials course (SME). Examination candidates MUST hold the Foundation Certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to Version 2 of the ITIL best practice, before attending this course.
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