On-line training course catalogue
ITIL Service Delivery – Residential
Type of course: Residential | This course is a residential course. Find out about accommodation
| Fee | £1875 |
|---|---|
| Days | 5 |
| Course code | ITSDR |
We currently do not have public dates scheduled for this course.
If you have a requirement for this course, please contact us for the latest course information.
Print this page | Download as Word document |
Overview
This five-day instructor-led workshop, together with Service Support, is based on the IT Infrastructure Library and is suitable preparation for those delegates wishing to take the I.S.E.B. examination leading to Certification in IT Service Management. The course will be delivered using a number of techniques: formal lecturing, group discussion, syndicate discussions, presentations, individual exercises and exam questions.
Students will be required to do some syndicate work / self study in the evenings.
A copy of the ITIL Service Delivery book is provided for each delegate.
Prerequisites
Attendees should have five years relevant IT experience and have passed the ITIL Foundation examination.
Delegates must also have attended the ITIL Service Support course.
Recommended Follow-Up Training
Delegates will learn how to
- Appreciate and subsequently use the main features of the ITIL Service Delivery disciplines: Service Level Management, Financial Management for IT services, Capacity Management, Availability Management and IT Service Continuity for the benefit of their organisations.
- Plan, design, implement and operate within each of the IT Service Delivery modules.
Outline
Service Support Review
- Configuration Management
- Service Desk
- Incident Management
- Problem Management
- Change Management
- Release Management.
Service Support’s relationship with Service Delivery
Service Level Management
- Introduction
- Overview
- The Requirement
- Planning
- The Customers
- The Services
- Service Level Agreements
- Definitions
- Monitoring and measurement
- Costs and benefits
- Service Level Management in context.
Financial Management for IT services
- Introduction
- Budgeting, accounting and charging
- Planning & management
- Costs & benefits.
Capacity Management
- Introduction
- Capacity Management inputs
- Processes and outputs
- Planning
- Performance Management
- Modelling
- The Capacity Plan
- Costs and benefits
Availability Management
- Introduction
- Measurement
- Techniques to improve Availability
- Reporting
- Planning for Availability Management.
IT Service Continuity (Disaster Recovery)
- Introduction
- Business Impact Analysis
- Risk Analysis and Management (CRAMM)
- Recovery options
- The IT Service Continuity Plan
- Testing and maintaining the plan
- Costs and benefits.
Link to this page: http://www.xpertise.co.uk/ITSDR
Xpertise – ITIL Service Delivery – Residential training courses
Xpertise provides ITIL Service Delivery – Residential training courses from 22 UK locations: in Aberdeen Scotland, Altrincham Manchester, Birmingham West Midlands, Bristol South West, Edinburgh Scotland, Glasgow Scotland, Hinckley East Midlands, Leeds Yorkshire, Leeds Yorkshire (Ring Road), London King William Street, London Middlesex Street, London Rosebery Avenue, London Tabernacle Street, Maidenhead Berkshire, Malmesbury Wiltshire, Manchester (Exchange Quay), Milton Keynes Buckinghamshire, Newcastle Tyne and Wear, Reading Berkshire, Stockport Manchester, Swindon Wiltshire and Washington Tyne and Wear – and at 44 partner locations nationwide.
Xpertise Training reserves the right to improve the specification and format of its courses for the benefit of its customers without notice to the customer.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo™ is a Trade Mark of the Office of Government Commerce. IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Xpertise is an approved ITIL® Training Organisation.