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Course ID: 12073
| Course Duration: 3 Days
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Course Dates:
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ITIL v2 Foundations Certification Boot Camp Training Class
Course ID: 12073
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ITIL v2 Foundations Certification Boot Camp Training Seminar
This three-day accredited course introduces the key concepts of each IT
Infrastructure Library? (ITIL??) function and process. In today's competitive
business environment, IT innovations have changed the way many companies do
business. In fact, IT services are so critical that any lapse instantly affects
bottom-line performance. IT is too important-and costly-to leave to chance.
The need for a robust IT infrastructure has led to a growing interest in the
IT Infrastructure Library. ITIL defines a process roadmap for providing
customer-centric, cost-justified, business-driven IT services. ITIL defines a
holistic process framework that recasts IT from a product developer to a service
provider. In this way, IT aligns with the needs of the business by proactively
managing all aspects of the production environment. ITIL is internationally
recognized as the de facto standard for IT Service Management and is rapidly
emerging in the United States with the support of industry leaders such as
Microsoft, IBM, Hewlett Packard, Computer Associates, and the IT Service
Management Forum (ITSMF).
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Agenda |
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1. Introduction to ITSM/ITIL
2. Configuration Management
3. Service Desk
- What is a Service Desk?
- Roles and responsibilities
4. Incident Management
- Definition of an Incident
- Incident management and control
5. Problem Management
- Definition of a Problem and Known Error
- Problem management and control
- Being proactive
6. Configuration Management
- Definition of Configuration Items
- What is a CMDB?
7. Change Management
- Definition of a Change
- Request for Change
- Change procedures
- Change control
- Change Advisory Board
- Urgent changes
8. Release Management
- Definition of a Release
- DSL
- DHS
- Release management process
9. Service Level Management
- The service catalog
- Service Level Agreements
10. Availability Management
- Definition
- Reliability
- Availability
- Resilience
11. Capacity Management
- Definition
- Performance, demand, and resource management
- Capacity planning
12. IT Service Continuity Management
- Definition
- Business continuity
13. Security Management
14. Financial Management
- Definition
- Budgeting for IT
- Charging for IT
15. Wrap Up/Review of Sample Exam
16. Exam Preparation
17. ITIL Foundation Exam
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Audience |
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Anyone involved in the IT service profession including IT leadership, key
business managers, n
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ITIL v2 Foundations Certification Boot Camp Training Course Dates and Locations
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Course ID: 12073
| Course Duration: 3 Days
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Locations: |
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