Szkolenie ITIL V3 Foundations

ITIL Fundamentals

• Origins, development and governance of the ITIL methodology

• Defining IT Service Management

• Reviewing the structure and scope of the Foundation Certification examination

• People, process and technology

Implementing the Service Desk function and Incident Management

• Distinguishing the Service Desk from call centers and help desks
• Costing the Service Desk
• Service Desk business benefits
• Identifying incidents
• Categorizing and prioritizing incidents
• Investigating and processing incidents through to closure
• Significance of monitoring and reporting

Identifying and resolving problems

• Minimizing the adverse effects of incidents and problems
• Proactive and reactive problem management
• Getting to the root cause
• Progressing error correction

Controlling change via Change Management

• Setting up a change advisory board

• Analyzing the impact of proposed changes

• Establishing standard methods and procedures for managing change

Blueprinting infrastructure through Configuration Management

• Relationship with incidents, problems, changes and releases

• Identifying, controlling and maintaining configuration items

• Measuring compliance

Release Management from planning to deployment

• Working through Release Management stages

• Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)

• Accounting for technical and non-technical aspects of the release

Structuring the Service Level Management (SIM) life cycle

• Operation Level Agreements (OLA)

• Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)

• Planning, implementing and delivering Service Level Agreements (SLA)

• Continual improvement of delivering service

Ensuring availability

• Meeting business objectives through Availability Management

• Planning, improving, measuring and reporting for availability

• Applying the ARMSS model of Availability Management

• Measuring system unavailability

Maintaining IT Service Continuity

• Initiation, requirement analysis, and strategy definition

• Implementation and operational management

• Identifying, planning and managing for risks and risk impacts

• Invoking contingency plans in crisis situations

Building effective Capacity Management

• Managing business, service and resource capacity

• Monitoring capacity

• Tuning systems to optimize performance

• Designing and delivering a Capacity Database (CDB)

Planning effective Financial Management

• Developing, budgeting, charging and accounting systems for IT services

• Planning ongoing management and operation

• Providing essential management information for workable and cost-effective operations

Securing infrastructure processes

• Managing confidentiality, integrity and availability (C-I-A) of data

• Integration of Security Management with other ITIL processes