The ITIL Service Management Awareness course is for those people who wish to gain a concise, fundamental understanding of the IT Infrastructure Library (ITIL). ITIL is globally recognized as the de-facto world’s best practice in IT Service Management. Participants may have no previous experience or exposure to IT Service Management or ITIL.
The ITIL Service Management Awareness course is a one day course intended for professionals who are interested in IT Service Management. The target group consists of staff and managers at all levels wishing to extend their skills in the world’s best practice of IT Service Management, ITIL.
This course is available online, so you can take this course anywhere in the world, in your own time. Or you can be led by our certified professionals with real-world IT management experience on your premises, or at ours. There are no pre-requisites for the ITIL Service Management Awareness Course.
Course Outline
• An Introduction to ITIL? • Structure of the library • ITIL’s key concepts and objectives • What contributions has ITIL made to the IT industry?
Course Content The goal of the course is to ensure that the participant can effectively and efficiently work in an organization that has implemented, or about to implement ITIL Service Management.
Course Subjects:
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 modeling, 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
The trainer-led course combines short lectures with individual and group discussions. Participants who take the online course can take advantage of the chat room, bulletin boards and interactive quizzes.
Many organizations have selected this course for their staff as a major part of preparing for an implementation programme.
Further information If you have any queries or you would like to discuss other IT Service Management training options, please do not hesitate to contact The Art of Service by email, (
) web, phone or fax.
