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Overview:

• An Introduction to ITIL
• Structure of the library
• ITILs key concepts and objectives
• What contributions has ITIL made to the IT industry?

What is covered?

• ITIL IT Service Management Processes

Service Desk: Understanding its role and function in the IT infrastructure and its relationship with ITIL Service Support Processes

Incident Management: Definition of an incident, description of Incident Control (including recording, classification, co-ordination, matching and resolution)

Problem Management: Definition of a problem and known error, proactive problem management (identification of problems and prevention of further incidents)

Configuration Management: Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes.

Change Management: Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes).

Release Management: Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing.

• ITIL Service Delivery Processes:

Service Level Management: Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs).

Financial Management for IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies.

Availability Management: Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting.

Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan.

IT Service Continuity Management: Re-view of business continuity, risk analysis and risk management, defining assets, threats, vulnerabilities and countermeasures (protection and recovery), development, testing and maintenance of the IT Service Continuity Plan, IT recovery options and management roles...underpinned by Security Management