ITIL Fast Track

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Overview

2-day public or single organisation course

This course provides experienced IT Managers and Practitioners with a comprehensive understanding of IT Service Management plus the underpinning core ITIL Service Delivery and Service Support Processes. It also prepares delegates for the EXIN Foundation Certificate Examination.

Objectives

Provide an understanding of the functionality, structure and terminology of ITIL based IT Service Management processes.

Prepare delegates for the EXIN Foundation Certificate in IT Service Management examination.

Who should attend?

This course is for IT Service Managers and Practitioners, with a minimum 3 years experience, involved in the delivery and support of business-focused IT services and who require a detailed insight into Service Management best practice processes and procedures.

Delegates who also require proven practical guidance on the adoption and adaptation of IT Service Management within their own organisation are better advised to attend the 3-day ITIL Foundation course.
To help you choose, click: Which ITIL Foundation course is right for you?

Alternatively, they can attend the separate 3-day “Planning to Implement Service Management” course.

Professional Qualification

The EXIN Foundation Certificate in IT Service Management qualification is a pre-requisite for the EXIN Manager’s and Practitioner’s Certificates in IT Service Management. The examination is a 1-hour multiple choice paper, normally taken at the end of the course.

Structure

The course is lecture and discussion based, with mock papers and guidance to assist delegates prepare for the EXIN Foundation examination.

The EXIN Accredited syllabus is based upon the OGC’s IT Infrastructure Library Books, Service Delivery and Service Support, reinforced through the proven implementation experience of the Fox IT delivery team. .

Content

Topics covered include:

Introduction to Service Management

• The importance of Service Management
• Service Management disciplines
• The need for a service culture

The Service Desk

• The purpose and importance of the Service Desk
• Service Desk options
• Skill profiles
• Contribution to overall service quality

Service Level Management

• What is an SLA and its purpose?
• Typical contents
• Reporting and reviewing

Incident Management

• What is Incident Management?
• The Incident Management process

Problem Management

• What is Problem Management?
• Day-to-day and pro-active activities

Configuration Management

• Basic principles and terminology
• How Configuration Management underpins Service Management

Change Management

• The need for Change Management
• Change procedures
• The role of the change manager

Release Management

• Definitive Software and Hardware Libraries
• Release strategy and control mechanisms

Availability Management and IT Service Continuity

• Business Impact Analysis
• Risk management
• The IT Service Continuity Plan

IT Security Management

• Overview and interfaces

Financial Management for IT Services

• Financial structures
• Costing and charging
• Budgets and IT accounting

Capacity Management

• The need for Capacity Management
• Elements of Capacity Management

Documentation

Comprehensive course documentation is provided including a copy of the itSMF’s* ’IT Service Management’ booklet.

*The IT Service Management Forum