ITIL Training

 

 


 

ITIL (the IT Infrastructure Library) is essentially a series of documents that are used to aid the implementation of a framework for IT Service Management. We offer ITIL training and certification classes in our Cape Town training centre. Our ITIL courses are delivered by industry expert consultants who have hands on implementation and delivery skills.

 

ITIL Foundations Course Outline

 

Overview

 

Our ITIL course covers the fundamental issues of how an IT division can deliver consistent support and a high level of service to their company staff.

 

The course covers issues as

  • Service Level Management

  • Capacity Planning

  • Incident Handling

  • Configuration Control

  • Release Management

  • Change Implementation

Who should attend?

The Foundation course is intended for people working in the field of IT Service Management or who use service management processes as defined in ITIL. The Foundation Certificate is the first step in the certification path towards higher ITIL certifications.

 

Certification Paths

There are three levels of ITIL certification. These are Foundation, Practitioner and Manager. The Foundation Certificate is most common, and confirms your understanding of the basic terms and concepts, and the relationships between ITIL processes.

 

Course Content

The course is based on principles described in ITIL’s Service Support and Service Delivery books. The course prepares participants for the examination leading to the Foundation Certificate In IT Service Management.

  



ITIL IT Service Management Processes

  • Service Desk: Understanding its role and function in the IT infrastructure and its relationship with

 

ITIL Service Support Processes

  • Incident Management: Definition of an incident, description of Incident Control (including recording, classification, co-ordination, matching and resolution)

  • Problem Management: Definition of a problem and known error, proactive problem management (identification of problems and prevention of further incidents)

  • Configuration Management: Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes.

  • Change Management: Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes).
    Release Management: Scope and concepts; definition of definitive software library(DSL) and definitive hardware store (DHS); description of planning, testing and implementing.

 

ITIL Service Delivery Processes

  • Service Level Management: Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs).

  • Financial Management for IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies.

  • Availability Management: Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting.

  • Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan.

  • IT Service Continuity Management: Re-view of business continuity, risk analysis and risk management, defining assets, threats, vulnerabilities and countermeasures (protection and recovery), development, testing and maintenance of the IT Service Continuity Plan, IT recovery options and management roles. 


  

Note that we are not currently offering this course at this time

 

 
 

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