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IT Service Management Training
Service Support
Duration: 5 Day
Description
This course precedes the
Service Delivery
course and is the first one week training course of the formal ISEB
Manager's Certificate in IT Service Management
programme. The courses are followed by a
Revision Day
.
Programme
Introduction to IT Service Management
What is ITIL?
Benefits of IT Service Management
Service Support and Service Delivery
Configuration Management
Goals of Configuration Management
Configuration Items, Attributes and Relationships
Configuration Management Database
Definitive Software Library
Planning and Implementation
License Management
Roles and Responsibilities
Benefits, Costs and Possible Problems
Incident Management
Goals of Incident Management
The Incident Management Process
Incident Classification and Priorities
Escalation
Responsibilities
Incident Status – Lifecycle
Handling Major Incidents
Benefits, Costs and Possible Problems
Service Desk
Goals of the Service Desk
Service Desk Structure and Organisation
Staffing Considerations
Customer Interaction
Outsourcing the Service Desk
Implementing the Service Desk
Service Desk Metrics
Advertising and Selling the Service Desk
Benefits, Costs and Possible Problems
Problem Management
Goals of Problem Management
Problem Control Process
Error Control Process
The Known Error Database
Proactive Problem Management
Major Problem Reviews
Planning and Implementation
Roles and Responsibilities
Metrics and Periodic Reviews
Benefits, Costs and Possible Problems
Change Management
Goals of Change Management
Responsibilities
Change Management Activities
Urgent Change Procedures
Benefits, Costs and Possible Problems
Change Management Metrics
Planning and Implementation
Release Management
Goals of Release Management
Releases and Release Units
Types of Release
Release Policy
Definitive Software Library
Definitive Hardware Store
Release Activities
Planning and Implementation
Impact of New Technologies on Release Management
Benefits, Costs and Possible Problems
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
