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IT WorkshopsEmail

ITIL: Achieving Foundation Certification




Duration:2 Days (10 am to 5 pm with one hour lunch break)

Cost: $ 1599 + HST

Course Content

ITIL FUNDAMENTALS

  • Origins, development and governance of the ITIL methodology
  • Defining IT Service Management
  • Reviewing the structure and scope of the Foundation Certification examination
  • People, process and technology

THE SERVICE DESK FUNCTION AND INCIDENT MANAGEMENT

Establishing the Service Desk
  • Distinguishing the Service Desk from call centers and help desks
  • Costing the Service Desk
  • Service Desk business benefits

Managing an incident life cycle
  • Identifying, categorizing and prioritizing incidents
  • Investigating and processing incidents through to closure

PROBLEM IDENTIFICATION AND RESOLUTION

Demystifying problem control with Problem Management
  • Minimizing the adverse effects of incidents and problems
  • Proactive and reactive Problem Management

Achieving error control
  • Getting to the root cause
  • Progressing error correction

EVALUATING CHANGE VIA CHANGE MANAGEMENT

  • Setting up a change advisory board
  • Analyzing the impact of proposed changes
  • Establishing standard methods and procedures for managing change

ASSESSING INFRASTRUCTURE THROUGH CONFIGURATION MANAGEMENT

  • Relationship with incidents, problems, changes and releases
  • Identifying, controlling and maintaining configuration items
  • Measuring compliance

RELEASE MANAGEMENT FROM PLANNING TO DEPLOYMENT

  • Working through Release Management stages
  • Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
  • Accounting for technical and non-technical aspects of the release

THE SERVICE LEVEL MANAGEMENT (SLM) LIFE CYCLE

  • Planning, implementing and delivering Service Level Agreements (SLA)
  • Operational Level Agreements (OLA)
  • Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)

ENSURING AVAILABILITY

  • Planning, improving, measuring and reporting for availability
  • Applying the ARMSS model of Availability Management
  • Measuring system unavailability

MAINTAINING IT SERVICE CONTINUITY

  • Identifying, planning and managing for risks and risk impacts
  • Invoking contingency plans in crisis situations

EFFECTIVE CAPACITY MANAGEMENT

  • Implementing Capacity Management (CM)
  • Managing business, service and resource capacity
  • Monitoring capacity
  • Tuning systems to optimize performance

PLANNING EFFECTIVE FINANCIAL MANAGEMENT

  • Developing, budgeting, charging and accounting systems for IT services
  • Providing essential management information for workable and cost-effective operations

SECURING INFRASTRUCTURE PROCESSES

  • Managing confidentiality, integrity and availability (C-I-A) of data
  • Integration of Security Management with other ITIL processes

Keywords: Achieving Foundation Certification training Toronto, Achieving Foundation Certification course Toronto, Achieving Foundation Certification corporate training Toronto, Achieving Foundation Certification corporate workshop Toronto.

For more information, please call us at 647-430-7478 or email us at:support@skills4careers.com


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