ITIL V3 Foundation Program

ITIL Service Management Essentials -
Foundation Certificate

Newstead

Leveraging IT to Achieve Compliance

Manager's Guide to Compliance: Best Practices, and Case Studies

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• Do you have compliance challenges looming?
• Are you uncertain what to do to meet the compliance requirements?
• Are you looking for an easier way to prepare your organisation for compliance?

If so, you must attend this 3-day accredited certification program!

Our accredited course “ITIL® Foundation in IT Service Management” will show you how better control of your day-to-day IT operations is essential in achieving corporate governance and compliance to external standards.

No matter what your needs are: Sarbanes-Oxley, Basel ll, Anti-money laundering, CLERP 9, Australian Standards, Business ethics, Fraud and Corruption Control, Privacy and Data Protection, Anti-Money Laundering, Information Security, Legislative compliance, Financial compliance, ISO certification, lower operating cost, control of IT spending or performing better at your job; ITIL has proven to be instrumental in helping individuals understand the daily disciplines needed to get there!

ITIL stands for IT Infrastructure Library and was initially developed by the Office of Government Commerce (OGC) as a framework for IT Service Management. The processes have now been adopted by many organisations worldwide and are recognised as the global standard for IT service management.

The accredited ITIL certification will enable you to:

• Align IT objectives with business/department objectives
• provide improved IT services
• increase productivity
• improve customer satisfaction
• improve the use of skills and experience
• improve the delivery of third party services
• create clear and documented processes for IT Service Delivery

Duration
3 Days

Class size:
Minimum number of participants is 6, maximum of 16.

• Understand ITIL’s five operational processes, single function, and five tactical processes
• Comprehend the main activities of each process
• Be aware of key ITIL definitions
• Understand the scope and operation of an ITIL compatible Service Desk
• Be prepared to take the Foundation Certificate In IT Service Management examination

• Structure of the library
• ITIL’s key concepts and objectives
• Overview of ITIL certifications: Foundation, Practitioner and Service Manager
• Outline of relationships between the ITIL processes

• Service Desk: Understanding its role and function in the IT infrastructure and its relationship with ITIL processes
• Incident Management: Definition of an incident; description of Incident Control (including recording, classification, coordination, 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

• Service Level Management: Definition of a service catalog; 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, reporting, and the Security Management process as it applies to the security of data
• 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: Review 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

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