ITIL™ Service Delivery
Course Duration: 5 Days
Cost: £1495 + Vat
What are the course objectives?
To consider the business, management, technical, organisational and operational issues associated with each Service Support and Service Delivery process and plan ‘best practice’ improvement strategies.
Who should attend?
Managers, consultants, IT suppliers and experienced development, support and operations practitioners, whose contributions impact upon the quality of the IT Services delivered to Customers
Staff who are implementing a Service Management function which will operate within the ISO20000, ISO9000/2000, BS7799 standards, or the BQF/EFQM Business Excellence Model
Staff who require the internationally recognised Manager’s Certificate in IT Service Management and already hold the ITIL Foundation certificate in IT Service Management
What are the pre-requisites?
Ideally, you should have at least 5 years relevant IT experience. If you intend to sit the exam, you must hold the ITIL Foundation certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to version 2 of ITIL best practice, before attending this course.
What will this course give me?
This course will enable you to plan, manage and implement the ITIL-based Service Support and Service Delivery processes and, for each, describe the:
· Goal, scope and benefits
· Activities/tasks
· Process relationships
· Priorities
· Inputs and outputs
· Management Information
· Technology
· Data requirements
· People issues
· Implementation and improvement
· Best practice
· Finance
· Timescales
· Exam topics and mock exam questions
What is provided?
· Comprehensive course materials
· Example questions
· Lunch and refreshments
· Exam revision materials
· ITIL Service Support Book
· ITIL Service Delivery Book
Course Contents
Introduction
· IT Service Delivery within the overall IT Service Management process model
Service Level Management
· Planning, negotiating and managing Service Level Agreements (SLAs)
· The Service Level Management process
· The Service Catalogue
· Structure, content and wording of SLAs
· Monitoring, reporting and reviewing
· Service Improvement Programmes
Financial Management for IT Services
· Budgeting, costing and charging policy options, benefits and justification
· Cost centres
· Monitoring and interfaces with Service Level Management
Availability Management
· Designing and maintaining high availability IT systems
· Reliability, maintainability, serviceability and security
· Risk analysis and management
Capacity Management
· Capacity planning and the Capacity Database
· Workload management, performance monitoring, application sizing, modelling, resource management
· Capacity forecasting
« Please view our course schedule for information on upcoming courses.
