| Course Code: |
MQ 455 |
| Course Abstract: |
This 4 hour overview will introduce participants to ITIL® (the IT Infrastructure Library) the most widely accepted approach to IT service management in the world. It will briefly discuss the high level differences between v2 an v3 which include Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. |
| Audience: |
This course is applicable to anyone involved in the management or day-to-day practice of Service Management, in-house or outsourced, as well as anyone defining new processes or refining existing processes. Business managers will find the course helpful in understanding and establishing best practice IT services and support.
|
| Duration: |
4 hours |
| Learning Outcomes: |
Upon completion of this course, the participant will be able to:
> Identify the ITIL® set of best practices
> Identify the Service Desk function as well as the five processes which make up Service Support and the five processes which make up the Service Delivery
> Identify roles, responsibilities, and terminology as well as the benefits and challenges
> Identify how the ITIL® set of best practices applies to various case studies
> Identify Security Management and how it fits in the ITIL® Infrastructure Library |
| Course Topics: |
Introduction to ITIL®
The Service Desk
Incident Management
Configuration Management
Problem Management
Change Management
Release Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Financial Management for IT Services
Security Management |
| Prerequisites: |
None.
ITIL ® is a Registered Trade Mark, a Registered Community Trade Mark of the Office of Government Commerce and is registered in the U.S. Patent and Trademark Office. |