ITIL - Service Delivery

Overview

This five-day instructor-led workshop, together with Service Support, is based on the IT Infrastructure Library and is suitable preparation for those delegates wishing to take the I.S.E.B. examination leading to Certification in IT Service Management. The course will be delivered using a number of techniques: formal lecturing, group discussion, syndicate discussions, presentations, individual exercises and exam questions. Students will be required to do some syndicate work / self study in the evenings. This intensive workshop is intended for experienced Service Management Consultants and Line Managers with responsibilities for the day to day running of the operations and support of an IT Infrastructure.

Objectives

At the end of the course delegates will be able to:

Appreciate and subsequently use the main features of the ITIL Service Delivery disciplines: Service Level Management, Financial Management for IT services, Capacity Management, Availability Management and IT Service Continuity for the benefit of their organisations.
Plan, design, implement and operate within each of the IT Service Delivery modules.

Duration

5 days.

Course Content

Service Support Review

Configuration Management
Service Desk
Incident Management
Problem Management
Change Management
Release Management

Service Support’s Relationship with Service Delivery

Service Level Management

Introduction
Overview
The Requirement
Planning
The Customers
The Services
Service Level Agreements
Definitions
Monitoring and Measurement
Costs and Benefits
Service Level Management in Context

Financial Management for IT Services

Introduction
Budgeting, Accounting and Charging
Planning and Management
Costs and Benefits

Capacity Management

Capacity Management Inputs
Processes and Outputs
Planning
Performance Management
Modelling
The Capacity Plan
Costs and Benefits

Availability Management

Measurement
Techniques to Improve Availability
Reporting
Planning for Availability Management

IT Service Continuity (Disaster Recovery)

Business Impact Analysis
Risk Analysis and Management (CRAMM)
Recovery Options
The IT Service Continuity Plan
Testing and Maintaining the Plan
Costs and Benefits