Service Management Essentials (SME)
| Overview | This course is based on the IT Infrastructure
Library (ITIL) and therefore provides the common sense and practical
advice required to help new and experienced Service Support and Delivery
staff improve their working practices.
The course describes the main concepts, benefits, impacts, techniques
and methods associated with each of the IT Service Delivery and Service
Support functions. It enables delegates to understand the major deliverables,
roles, tasks and responsibilities expected from service suppliers,
clients, managers and staff. |
| Duration: | 3 days |
| Audience | New and experienced IT personnel involved
in the delivery and support of IT Services looking for an introduction
to the concepts of IT Service Management and ITIL. |
| Candidate Pre-requisites: | An understanding of IT |
| Relevant Certifications | Foundation Certificate in IT Service
Management. This certificate is a pre-requisite for any delegate
wishing to reach full certification via the Managers Certificate
in IT Service Management.
You may take this examination on day 3 (pm) of this course. |
| Course Content | Introduction - Control, resolution, release and delivery
processes. BSI code of practice and IT Infrastructure Library (ITIL). Total
life cycle approach. ITIL framework of 'mission, objectives, processes, tools, dependencies, benefits,
costs and possible problems'. Configuration Management - Identifying, controlling, accounting for and verifying IT assets. The configuration management database and its role in service management. Service Desk and Incident Management - Managing and controlling incidents. What is 'first-line incident support'? Customer/supplier 'partners'. Problem Management - Isolating problems from incidents. Controlling problems and fixing errors. Third party supplier issues. Pro-active and re-active methods. Change Management - Controlling changes through the stages of impact analysis: assess, authorise, prioritise, schedule, test and implement. Role of Change Manager and Change Advisory Board. Release Management - Storing and releasing authorised software in centralised and decentralised environments. Service Level Management - Developing service Level/operational requirements, catalogues, operational and service level agreements. Supplier/client management issues. Availability Management - Improving service availability. Service/supplier chains. Planning and maintaining IT systems. Capacity Management - Creating a capacity plan. Workload, resource, performance, applications and Demand management. Business Continuity and IT Service Continuity Management - Creating a contingency plan. Why business continuity planning is vital? Typical risks to critical services. Risk management methods. Disaster recovery options. Financial Management for IT Services - Financial management. Key principles of budgeting, accounting and charging.
|
Please contact us by telephone on +44 (0) 1344 488123 or email
on info@piit.co.uk for
booking or further information.
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