Training offering
IBM Tivoli Asset Management for IT 7.1 Implementation
Description
Please Note: Although this course is 2 days delivery delegates are required to sit an exam on the 3rd Day
Learn the basics of ITIL (the IT Infrastructure Library) and discover the importance of a systematic approach to management. ITIL contains a comprehensive description of the processes involved in managing IT infrastructures. Build your awareness of the best practice approach to IT service support and service delivery. Learn the importance of an IT infrastructure and IT service for an organization, a process-like approach to business organization, the ITIL management framework, and basic terms and concepts of the work processes used to manage an IT infrastructure.
Objectives
• Define ITIL terminology, structure, and basic concepts, including:
o ITIL Service Strategy
o ITIL Service Design
o ITIL Service Transition
o ITIL Service Operation
o ITIL Continual Service Improvement
• Explain the core principles of ITIL practices for Service Management
• Describe the ITIL management framework
• Successfully complete the ITIL Foundations Practice Certification Examination in preparation for the ITIL Foundations Certification Examination
Participants
This course is for individuals working in IT Service Management.
Prerequisite(s)
There are no prerequisites for this course.
Options
Unit 1: ITIL Overview
• Lesson 1: History of ITIL
• Lesson 2: Services
• Lesson 3: Process and Service Owners
• Lesson 4: Processes
• Lesson 5: Functions
• Lesson 6: Roles
• Lesson 7: Risk
• Lesson 8: Unit Scenario
Unit 2: Service Strategy
• Lesson 1: Service Strategy Overview
• Lesson 2: Service Providers
• Lesson 3: The Process of Strategy Generation
• Lesson 4: The Process of Service Portfolio Management
• Lesson 5: The Process of Financial Management
• Lesson 6: The Process of Demand Management
• Lesson 7: Unit Scenario
Unit 3: Service Design
• Lesson 1: Service Design Overview
• Lesson 2: Process of Service Catalog Management
• Lesson 3: Process of Service Level Management
• Lesson 4: Process of Capacity Management
• Lesson 5: Process of Availability Management
• Lesson 6: Process IT Service Continuity Management
• Lesson 7: Process of Information Security Management
• Lesson 8: Process of Supplier Management
• Lesson 9: Service Design Roles
• Lesson 10: Unit Scenario
Unit 4: Service Transition
• Lesson 1: Service Transition Overview
• Lesson 2: Process of Transition Planning and Support
• Lesson 3: Process of Change Management
• Lesson 4: Process of Service Asset and Configuration Management
• Lesson 5: Process of Release and Deployment Management
• Lesson 6: Process of Service Validation and Testing
• Lesson 7: Process of Evaluation
• Lesson 8: Process of Knowledge Management
• Lesson 9: Unit Scenario
Unit 5: Service Operation
• Lesson 1: Service Operation Overview
• Lesson 2: Event Management
• Lesson 3: Incident Management
• Lesson 4: Process of Request Fulfillment
• Lesson 5: Process of Problem Management
• Lesson 6: Process of Access Management
• Lesson 7: The Service Desk Function
• Lesson 8: Technical Management, Applications Management, and Operations Mangement Functions
• Lesson 9: Unit Scenario
Unit 6: Continual Service Improvement
• Lesson 1: Continual Service Improvement Overview
• Lesson 2: The 7-Step Improvement Process
• Lesson 3: Process of Service Reporting
• Lesson 4: Process of Service Measurement
• Lesson 5: Process of Creating a Return on Investment
• Lesson 6: Continual Service Improvement ROles
• Lesson 7: Unit Scenario
Appendix 1: ITIL Glossary
• Appendix 2: Practice ITIL V3 Examination
