bIT360- Business Intelligence Technologies

IT Service Management Program

IT Service Support Process Areas and Functions
  o Incident Management
  o Problem Management
  o Change Management
  o Release Management
  o Configuration Management
  o Service Desk (Function)

IT Service Delivery Process Areas and Functions
  o Service Level Management
  o Availability Management
  o Capacity Management
  o IT Service Continuity
  o IT Financial Management

Introduction to Integration Points

Discussion of ITIL and Information Security Frameworks integration points

An integrated approach to implement best practices frameworks

ITIL Foundation Exam Preparation Review

Objectives

Upon completion of this five-day course the participants will be able to demonstrate understanding of:

IT service delivery and service management concepts

key process areas in IT service delivery and IT service management

complex relationships between the key process areas

concepts of best practices frameworks

integrated approach for implementing best practices frameworks in an organization

concepts related to 'ITIL Foundation' Certification Program

Who Should Attend?

All IT staff, network administrators, system administrators, managers, and executives who are responsible for the delivery of IT services in their organization.

Prerequisites

Some experience and good knowledge of IT computing environments, networks, help desk operations, service delivery processes is desirable.

Course Description

This three day course introduces the key concepts of each Information Technology Infrastructure Library (ITIL®) function and process area for service delivery and service support. Building upon these fundamentals, the course then expands the focuses on how the ITIL Framework can be leveraged to support an IT Service Management Program. An introduction to the integration points for providing a comprehensive approach to customer service improvement and the delivery and maintenance of quality products and services.

ITIL is internationally recognized as the de facto standard for IT Service Management with a strong adoption rate throughout Europe while rapidly emerging in the United States. ITIL also has the support of industry leaders such as IBM, Hewlett Packard, Microsoft and the IT Service Management Forum (ITSMF). In today's competitive business environment, IT services have become so critical to the core business processes that any lapse in service delivery instantly affects bottom-line performance and business survivability. This need for a robust IT infrastructure has led to a growing interest in ITIL.

Course Materials

Participants will receive a course binder and a CD containing the course materials.

Scheduled Offerings

This course is offered multiple times each year in North America, Europe, Middle East and Asia.

Prices

$1,500 per participants
early bird discounts and other qualified discounts will apply.