ITIL V2 Foundation Certificate in IT Service Management

3 Day Course
Official ITIL Curriculum
Code SME

This course has been replaced by the ITIL v3 Foundation course.

Modules

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Configuration Management (11 topics)

  • Configuration Items and their relationships
  • Planning control, levels, variants, models, versions and copies
  • Naming conventions
  • baselines
  • Building, implementing and managing a configuration management database
  • Using it to manage problems and changes
  • Configuration audits
  • The Definitive Software Library (DSL)
  • Definitive Hardware Store (DHS)
  • Software Licence Management
  • Change & Configuration Management (C&CM) Plan

Service Desk (9 topics)

  • The Service Desk Function and role
  • Interface between IT and users
  • Business Process Support
  • Local, central and virtual Service Desks
  • Reporting IT Service Quality
  • Structuring the Service Desk
  • Service Desk Education and Training
  • Use of knowledge bases
  • Outsourcing the Service Desk

Incident Management (7 topics)

  • The Incident Management Process
  • First line incident support
  • Business Application Support
  • Designing the incident management process
  • Coding systems and use of scripts
  • Incident record content
  • Escalation

Problem Management (6 topics)

  • Incidents, problems and known errors
  • Problem control and prevention
  • Error control procedures
  • Coding systems for problem/error categorisation impact, urgency and priority
  • Proactive Problem Management
  • Problem solving techniques

Change Management (9 topics)

  • Organisation of the Change Management function
  • Role of the Change Advisory Board
  • Procedures for handling requests for change
  • Priority levels and handling urgent changes
  • Change authorisation
  • Scheduling, testing, backout plans and implementation of changes
  • Interface with project management
  • Change & Configuration Management (C&CM) Plan
  • Change Models

Release Management (6 topics)

  • Storage and protection of management-authorised software in both centralised and distributed systems
  • The Definitive Software Library
  • Release of software and/or hardware into the live environment
  • Distribution of software
  • Implementation (bringing into service) of software and/or hardware
  • Client-server and Internet issues

Service Level Management (8 topics)

  • Planning, negotiating and managing Service Level Requirements and Agreements
  • Structure and content of typical Service Level Agreements
  • Key service items
  • The SLM process
  • Monitoring, reporting & reviewing
  • Service Targets
  • Underpinning contracts and OLAs
  • Service Improvement Programs (SIPs)

Capacity Management (8 topics)

  • Business Capacity Management
  • Service Capacity Management
  • Resource Management
  • Modelling and simulation
  • Building a capacity management database
  • Demand management
  • Application sizing
  • Capacity Planning

IT Service Continuity Management (7 topics)

  • Loss of IT service
  • Risk analysis and management
  • IT recovery options
  • Creating an ITSCM plan
  • Implementing and testing the plan
  • Links to Business Continuity Plans
  • Return to normal

Financial Management for IT Services (5 topics)

  • Budgeting, IT Accounting & Charging
  • Building Cost Models
  • The importance of money as a management metric
  • Investment appraisal
  • Charging policy & pricing methods

Availability Management (7 topics)

  • Planning and maintaining IT services
  • Recovery of failed systems
  • Ensuring that the availability and reliability of IT services to customers is in accordance with Service Level Agreements
  • Availability plans
  • Vital Business Functions (VBF)
  • Methods & Techniques
  • Security

Prerequisites

Staff entering an IT environment who might have day-to-day responsibilities within one or more of the service management disciplines Staff working in an IT service management discipline who wish to broaden their understanding of how their role fits into the wider service management framework Other staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT service management. Delegates should already have a basic working knowledge of the building blocks of IT services.

Relevant Certifications

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