Fundamentals of ITIL/ITSM. Information Technology Infrastructure Library Processes (2 edition)
Duration
16
hours
Location
Training
Language
English
Code
ITSM-002
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Description
ITIL is a set of books, documents, and guidelines for application of existing methods and measures in a structured business and IT interaction context. ITIL is used as a guide: you have to follow the procedures described by ITIL day by day. These procedures are not organization-specific. ITIL describes the best practices that can be used in a different way depending on organization needs. The course deals with second ITIL edition as the most comparable to everyday duties of IT departments.The structure of each ITIL procedure is examined along with:
- Benefits/issues/costs of process implementation
- Relation to other ITIL processes
- Roles and tasks of process executors
- Recommended step-by-step order of process implementation
- Success factors of process implementation
After completing the course, a certificate
is issued on the Luxoft Training form
is issued on the Luxoft Training form
Objectives
- Describe in detail main concepts and definitions related to service management, including process owners
- Study the examples of process organization described in the second ITIL/ITSM edition, including roles, tasks, inputs and outputs
- Define risks and best ITIL/ITSM process practices
- Give advices on processes deployment in organizations, including popular process support tools
Target Audience
- IT department managers
- IT maintenance staff, and managers of business units that use information systems (IS)
Roadmap
- Introduction: What is ITIL (second edition)
- ITIL Service Support
- ITIL Service Delivery
- ITIL Security Management
- ITIL v.3 overview
- Service Support
- Service Desk function: basics
- Incident management: definitions, process, roles, tasks, benefits, and risks
- Problem management: definitions, process, roles, tasks, benefits, and risks
- Change management, Configuration management, Release management: definitions, process, roles, tasks, benefits, and risks
- Process relationships
- Service Delivery
- Service level management: definitions, process, roles, tasks, benefits, and risks
- Financial management: definitions, process, roles, tasks, benefits, and risks
- Capacity management, Access management, and Business continuity management: definitions, process, roles, tasks, benefits, and risks
- Security management
- ITIL processes implementation
- ITIL process implementation strategies
- Service deployment in organizations
- Process support tools
- Tivoli Unified Process: IT service management compatible with IBM’s products