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Careeracademy.com - IT Infrastructure Library (ITIL) Training

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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.

EXPERTS

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.

Course Introduction

Course Introduction

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?br> 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 Mgmt

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

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