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Having technical competence is no longer enough. Today’s IT staff must have an understanding of the business and service processes to succeed. ITIL is a public domain approach for managing IT services, providing guidance for a holistic, fully integrated and process based approach to IT service support and service delivery. Developed by the Office of Government Commerce (OGC) in the United Kingdom, ITIL is now the most widely accepted IT process management methodology in the world.

The ITIL IT Service Management Essentials course is based on the content of ITIL’s Service Support and Service Delivery books. It focuses on the holistic approach to IT Service Management through the use of processes, their respective relationships and workflows. And, this course prepares attendees for the examination that leads to the Foundation Certificate In IT Service Management. It is the prerequisite for the Practitioner and Service Manager levels of certification.

Certification Criteria
Loyalist College of Applied Arts and Technology, an independent examination body, awards the Foundation Certificate In IT Service Management after participants receive a passing grade of 65% on a 60 minute, multiple choice exam. Participants are notified of their results and sent certificates by Loyalist College.

What You Will Learn
After attending this course attendees will understand how ITIL processes can improve IT operations. In particular, participants will:

• Understand ITIL’s five operational processes, single function and five tactical processes
• Comprehend the main activities of each process
• Be aware of key ITIL definitions
• Understand the scope and operation of an ITIL compatible Service Desk
• Be prepared to take the Foundation Certificate examination
• If successful in the examination, attain the Foundation Certificate In IT Service Management

Who Should Attend?
Anyone working in IT services requiring more information about the ITIL best practice framework.

The ITIL Books
Attendees are provided with Service Support and Service Delivery on CD. Participants are welcome to bring their laptops to the course if they wish to reference these books.

Course Curriculum
Introduction to ITIL:

• Structure of the library
• ITIL’s key concepts and objectives
• Certification program overview: Foundation, Practitioner and Service Manager levels
• Overview of relationships between the processes

Detailed descriptions of the objectives, benefits, metrics, challenges, management reporting and interfaces of the five operational processes and the Service Desk function:

• Service Desk: Understanding its role and function in the IT infrastructure and its relationship with ITIL processes
• Incident Management: Definition of an incident; description of Incident Control (including recording, classification, coordination, matching and resolution)
• Problem Management: Definition of a problem and known error; proactive problem management (identification of problems and prevention of further incidents)
• Configuration Management: Defining a configuration item and the configuration management database; impact of Configuration Management on the other IT processes.
• Change Management: Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes)
• Release Management: Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing

Detailed descriptions of the objectives, benefits, metrics, challenges, management reporting and interfaces of the five tactical processes:

• Service Level Management: Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs)
• Financial Management for IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies
• Availability Management: Review of reliability, availability, resilience, maintainability and serviceability; calculating availability, review of planning, monitoring and reporting
• Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modeling; definition of the capacity management database and contents of the capacity plan
• IT Service Continuity Management: Review of business continuity, risk analysis and risk management; defining assets, threats, vulnerabilities and countermeasures (protection and recovery); development, testing and maintenance of the IT Service Continuity Plan; IT recovery options and management roles

Review, Practice Questions And Examination

• High level review of ITIL’s key concepts
• Recommendations for exam technique
• Series of practice examination questions
• Examination: 40 multiple choice questions; invigilated by Loyalist College of Applied Arts And Technology

Discussion About The Critical Success Factors For ITIL Implementation

• Typical roles, responsibilities and job descriptions
• Typical deployment issues:
  • Where are we now?
  • Where do we want to be?
  • How will we get there?
  • Are we still improving?
• Example IT Service Improvement Plans

Presenter: Aaron Wolfe, Pink Elephant
Aaron Wolfe is a powerful and effective trainer in IT Service Management Best Practices and has well over 15 years of experience in technical training, public speaking, customer service skills, service desk implementation and leading change initiatives. Aaron is an accredited trainer in ITIL best practices with an above average pass rate who specializes in ITIL training delivery and Customer Service Skills development.

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