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ITIL Training
Establishing & Managing IT Services According To ITIL Best Practices
Description
IT organizations are, at their core, Service Providers. As such, they need to be able to articulate, manage, and understand the cost of doing business.
Key processes that help do this well are: Service Level, Availability, Capacity, IT Service Continuity and Financial Management. Herein lies the linchpin to successful IT service management and the alignment of IT services to corporate goals.
This course provides practical guidance about designing, implementing, and managing a fiscally responsible IT organization.
Length: 3 Days
Cost: $2095
Who Should Attend?
IT account managers or IT professionals responsible for developing or maintaining
customer relationships, maintaining quality IT services, making strategic
and tactical decisions about the quality of IT services and/or implementation
or re-engineering SLM within an organization.
Prerequisites
Participants must hold the Foundation Certificate in IT Service Management.
Benefits Of Attending
After attending this workshop you will understand how the Service Level Management
(SLM), Financial Management and IT Service Continuity Management processes
relate to each other, and other key processes, and how they need to be
embedded within your organization.
Course Curriculum
Section 1: Establishing IT Services
- Review of the Information Technology Infrastructure Library (ITIL) process models
- Overview of the need for IT service management
- Understanding service management and business alignment
- Establishing Service Level Management
- Modeling and defining IT services
Section 2: Managing IT Services
- Modeling services in the CMDB for operations and planning
- Understanding and defining service availability
- Planning for, and delivering, capacity management
- Ensuring fit for purpose IT service continuity
- Developing a service-based costing and charging model
Section 3: Improving IT Services
- Building a measurement framework
- Implementing a continuous improvement model