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IT Service Management Training
Service Delivery
Duration: 5 Day
Description
This course follows the
Service Support
course and is the second one week training course of the formal ISEB
Manager's Certificate in IT Service Management
programme The course is followed by a
Revision Day
.
Programme
Introduction to IT Service Management
What is ITIL?
Benefits of IT Service Management
Service Support and Service Delivery
Service Level Management
The Service Level Management Process
Service Catalogue
Service Level Agreements
Planning and Implementing SLM
Metrics and KPIs
Roles and Responsibilities
Benefits, Costs and Possible Problems
Availability Management
Goals and Objectives
Key Elements of Availability Management
Designing for Availability
Availability Management Techniques
Availability Management Process
The Cost of Unavailability
Availability Planning
Security Considerations
Measurement and Reporting
Benefits, Costs and Possible Problems
Financial Management for IT Services
Goals of Financial Management
The Budget Process
The IT Accounting Process
The Cost Model
Charging for IT Services
Planning and Implementation
Benefits, Costs and Possible Problems
Capacity Management
Goals of Capacity Management
Capacity Management Processes
Capacity Database
Capacity Planning
Planning and Implementation
Benefits, Costs and Possible Problems
IT Service Continuity Management
Goals of IT Service Continuity
Business Continuity
The Business Continuity Lifecycle
Risks and Threats
Roles and Responsibilities
Consideration of Recovery Options
Benefits, Costs and Possible Problems
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
