Format

Classroom

Duration

3.0 Day(s)

Description

Foundation course for the ISEB/EXIN examination, and a prerequisite for the ITSS and ITSD courses ­ confers broad working understanding of IT Service Management best practices.

Audience

Personnel who need familiarity with the best IT Service Management practices.

Objectives

On completion you will be able to describe:
o The techniques involved across the range of IT Service Support and Delivery processes
o How these processes relate to one another and wider IT issues
o How to improve the credibility and effectiveness of the support function, which will reduce overall business costs and maximise the efficiency of the Service Support and Delivery function.

Contents

o Introduction to Service Management
o Configuration management
o Help desk
o Problem management
o Change management
o Software control and distribution
o Cost management
o Capacity management
o Availability management
o Contingency planning
o Service level management.