Information Technology Infrastructure Library (ITIL) Training Course

Information Technology Infrastructure Library (ITIL) Training Package Includes

• 4 CD-ROMs featuring live instructor-led classroom sessions with full audio, video and demonstration components with over 4 hours of instruction by Robert Brents
• Printable courseware
• Focused on practical solutions to real-world development problems

Course Introduction

This instructor-led course will provide students with a set of best practices standards for Information Technology (IT) service management. ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

The IT Infrastructure Library (ITIL) is so named as it originated as a collection of books each covering a specific 'practice' within IT management. These books were later consolidated into a number of 'sets' that group related sets of process guidelines for different aspects of the management of Information Technology systems, applications and services. Taken as a whole, ITIL provides a comprehensive set of guidance that provides management processes linking the technical implementation and operations guidelines recommended by specific equipment or software manufacturers and the strategic management, operations management and financial management of a modern business.
 

PRESENTER - Robert Brents Mr. Brents is an extremely accomplished individual being a successful consultant, speaker, and trainer. He is also the author of "Shoot the Project Manager" and the forth coming "Frank Sinatra Didn't Move Pianos". Having created both rapid skills transfer for more effective instructor lead training and the 80/20 performance system that helps companies identify vital skills that produce outrageous success have made him a valuable asset to many companies. He is a member of the National Speakers Association and the American Society for Training and Development. Mr. Brents has nearly 3 decades of experience of developing and delivering programs for businesses, educational facilities, and associations in the US, Canada, and Europe. All of his training is rooted in product experience including work as an IT Manager. Some notable project he has worked on include business process automation reengineering, online transaction process automation, a financial internet for a major university, and a business to business portal for a cellular phone company. In additional to these projects he has worked with companies such as AOL, Bank of America, and Meryl Lynch.

List of Course Features

Information Technology Infrastructure Library (ITIL) Course Contents
 

What is ITIL?

What is ITIL?
ITIL and QOS
Who's Using ITIL?
Benefits of Using ITIL
Benefits to the Customer and User
Benefits of ITIL to IT
Implementation Problems
Seven Disciplines of ITIL
What Is ITSM?
Eleven Practices of ITSM
Service Delivery & Service Support
ITIL Big Picture
Chapter 1 Review

Service Delivery

Service Level Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Capacity Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Availability Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
IT Service Continuity Mgmt
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Financial Mgmt for IT Service
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Chapter 2 Review

Service Support

Incident Management
Goals
Roles & Responsibilities
Process Summary
Action Steps
Benefits for Business
Benefits for IT
Potential Consequences
Problem Management
Introduction
Relationship with Incident Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Configuration Management
Key Concepts
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Change Management
Introduction
Goals
Roles & Responsibilities
Procedures
Action Steps
Benefits
Potential Consequences
Release Management
Goals
Procedures
Action Steps
Benefits
Potential Consequences
Service Desk
Goals
Architecture
Service Desk Activities
Responsibilities
Customer Support
Incident Classification
Incident Completion
Service Quality
Key Success Factors
Quick Wins: Examples
Potential Problems
Chapter 3 Review

Security Management

Introduction
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 4 Review

ICT Infrastructure Management

Overview
Design and Planning
Objectives
Inputs
Processes
Deliverables
Roles & Responsibilities
Management Processes
Deployment
Benefits
Costs
Possible Problems
Roles & Responsibilities
Management Processes
Design Phase
Build Phase
Rollout Phase
Operations
Management Processes
Management of ICT Infrastructure Events
Inputs
Deliverables
Roles & Responsibilities
Technical Support
Goals
Management Processes
Inputs
Deliverables
Roles & Responsibilities
Chapter 5 Review

Applications Management

Introduction
Positioning Of Application Management
Managing the Business Value
Aligning Business and IT
Key Business Drivers
Managing the Application "Portfolio"
Aligning the Delivery Strategy
The Application Management Lifecycle
Requirements Phase
Design Phase
Build Phase
Deploy Phase
Operate Phase
Optimize Phase
Roles And Functions
Goals and Metrics
Benefits of Application Management
Potential Consequences
Chapter 6 Review

Planning to Implement Service Management

Introduction
Methodology
Optimal State
Current State
Desired State
The Path
Milestones
Sustaining Momentum
Chapter 7 Review

The Business Perspective

Overview
The Value of IT
Value Perspective
Business/IT Alignment
Understanding the Business Viewpoint
Managing Service Provision
Roles, Responsibilities & Interfaces
Chapter 8 Review

Course Closure

Course Closure