Descriptions of the goals, objectives, activities, relationships in the Service Delivery (tactical) processes: – Service Level Management – Financial Management for IT Services and IT accounting – Availability Management – Capacity Management – IT Service Continuity Management – Security Management Similarly, in addition to ITIL Awareness Course, there are other courses which are discussed below: ITIL online course “Foundations” – Relatively new course programs that are designed to give the participant the flexibility that a attendance type course cannot ITIL online course “Foundations”– what to expect: ITIL Online course should be conducted in a virtual classroom, accessible through the Web.
This removes the need to schedule time off for critical members of your organization for training.
This allows far more flexibility as this type of course allows people to study at a time and place that is convenient to them. ITIL online course “Foundations”– who should participate? Anyone dealing with any delivery of IT Services, from Senior Managers to Help Desk personnel.
The course should explain in detail the 10 core processes and the Service Desk function of the ITIL framework, 5 Service Support (Incident Management, Problem Management, Change Management, Release Management and Configuration Management) and 5 Service Delivery processes (Service Level Management, IT Financial Management, Capacity Management, Availability Management, IT Service Continuity Management). ITIL online course “Foundations”– Let’s not forget Security! One point that concerns me is the number of organizations offering these courses that have not included Security Management.
These courses must also cover Security Management as this is a requirement of the accreditation agencies! It should explain the concept behind the framework, relationships between processes and teach students how to communicate using a common language that ultimately leads to a more efficient, cohesive environment.
This can be done through a number of individual methods such as streaming broadcast or interactive modules. ITIL is a seven book series, in the public domain, that guides business users through the planning, delivery, and management of quality IT services.
ITIL is a set of internationally accepted best practices that assists organizations in aligning IT services with business requirements.
ITIL provides guidance on how to link specific business and service processes together across IT departments to cross-functionally and holistically provide quality IT service support and service delivery to the Customer community. The ITIL Certification Program is based on a “core set” of ten processes and one function.
There are five processes targeted at service support and five processes focused on service delivery.
The VITA Customer Care Center (VCCC) Service Desk interfaces to all ten processes to provide a single point of contact to IT from the Customer community. The Service Support processes and goals: Configuration Management- To identify record and report on all IT components that are under the control and scope of Configuration Management. Incident Management-To restore normal service operation as quickly as possible and minimize the adverse impact on business operations. Change Management-To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents and improve day-to-day operations. Problem Management- To minimize the adverse impact of incidents and problems on the business that are caused by errors in the IT infrastructure and to prevent reoccurrence of incidents related to these errors.
Problem Management seeks to get to the root cause and initiate action to remove the error.
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