For More Information Call 630 505 0500 x230 www bis uiuc edu ITIL Service Management Essentials Foundations Course Objective Service Management Essentials is intended to introduce students

Document Sample
For More Information Call 630 505 0500 x230 www bis uiuc edu ITIL Service Management Essentials Foundations Course Objective Service Management Essentials is intended to introduce students Powered By Docstoc
					For More Information Call (630) 505-0500 x230 www.bis.uiuc.edu

ITIL - Service Management Essentials (Foundations)
Course Objective
Service Management Essentials is intended to introduce students to the essential concepts associated with the IT Infrastructure Library (ITIL) and prepare students to take the (optional) ITIL Foundations Certification Examination. ITIL is a set of books that provides comprehensive and interrelated codes of practice in achieving the efficient support and delivery of high quality, cost effective IT services. The ITIL Foundations Examination tests the candidate for an essential level of understanding of ITIL concepts.

Course Content
Lesson 1: Introduction to Service Management and ITIL • • • • Introduce IT Service Management Introduce ITIL Infrastructure Library publications Introduce ITIL Industry Service management • Introduction to IT Service Management • ITIL introduction • Continuous improvement Service desk • Handling calls • Service desk options • Front-office versus back-office Incident management • The difference between incidents, problems and known errors • Incident control process • Classification, prioritization and escalation Problem management • Problems and known errors • The problems control and error control processes • Reactive and proactive problem management Configuration management • Providing information on the IT Infrastructure • Configuration items • Configuration management database Lesson 4: ITIL Concepts and Terminology • Change management • Change management process • Approving and scheduling changes • Change advisory board • Emergency changes Release management • Release and distribution process • Release policies and types • Definitive software library Capacity management • Capacity database • Demand and workload management • Resource and performance management • Capacity planning
Availability management • Reliability and maintainability • Resilience and serviceability • Calculating availability IT service continuity management • Risk analysis • Planning for potential disasters • Testing and executing continuity plans ITIL Program Summary

Lesson 2: ITIL Concepts and Terminology •

•

•

Lesson 3: ITIL Concepts and Terminology •

Lesson 5: ITIL Concepts and Terminology

•

•

•

•

• • •

ITIL Foundation Exam preparation Take the ITIL foundations certification exam

For more information about BIS at U of I IT Training, please contact: Tim Devine (630) 505-0500 x230 tjdevine@illinois.edu

Course Cost: $1600