Duration: 2 Days

Designed for all levels of IT Service and Support staff, this course (in the form of a student guide) provides IT professionals with accredited industry certification of the ITIL best practice framework. Whether adopting ITIL or embarking on continuous service improvement, participants gain a fundamental understanding of how IT Service and Support can be best organized to align IT with business needs, improve service quality and reduce long-term costs. Participants learn in an interactive dialogue-based setting from seasoned process consultants who have gained years of experience through numerous service improvement assignments. To reinforce retention and knowledge transfer, students work through applied exercises after each module.

Certification preparation
• Participants are equipped with mock exams and certification exam preparation guides.
• Prepares participants for the 1 hour, 40-question multiple choice exam.

Accreditation
Examination Institute for Information Science (EXIN) accredited and approved content.

Target Audience
Students should have 1-2 years of experience within environments such as:

• Help Desk, Service Desk, Technical Support, Process Leadership, Call Centre

• Change Management, Release Management, Service Level Management, Availability Management, Capacity Management, Financial Management for IT
• IT Professionals who desire to achieve the ITIL Practitioner or Masters levels

Course Objectives
Immediate benefits of attending this course:

• Gain an understanding of the ITIL framework and its relationships with the 10 foundational processes and Service Desk functions

• Ability to illustrate how the ITIL processes can be utilized in any size organization
• Ability to blend IT services with the current and future needs of the business/customer
• Improve on the quality of the IT service delivered
• Knowledge of how to reduce the long-term costs of IT service provisions
• Ability to promote a common vision and language within the IT infrastructure

Course Outline
1. Service Desk Function
2. Incident Management Process
3. Problem Management Process
4. Change Management Process
5. Release Management Process
6. Configuration Management Process
7. Service Level Management Process
8. Availability Management Process
9. Capacity Management Process
10. IT Service Continuity Process
11. Financial Management for IT Services Process