On-line training course catalogue
ITIL Service Support – Residential
Type of course: Residential | This course is a residential course. Find out about accommodation
| Fee | £1895 |
|---|---|
| Days | 5 |
| Course code | ITSSR |
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.
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Overview
This five-day instructor-led workshop, together with the Service Delivery Workshop, is based on the IT Infrastructure Library and is suitable preparation for those wishing to take the examination leading to the I.S.E.B. Certificate in IT Service Management.
The course will be delivered using a number of techniques: formal lecturing, group discussions, syndicate discussions, presentations, individual exercises and exam questions. Students will be required to do some syndicate work / self study in the evenings.
This intensive workshop is intended for experienced Service Management Consultants and Line Managers with responsibilities for the day to day running of the operations and support of an IT Infrastructure.
A copy of the ITIL Service Support book is provided for each delegate.
The course and trainers are fully accredited by the BCS/ISEB.
Prerequisites
Attendees must have five years relevant IT experience and have passed the ITIL Foundation examination.
Delegates will learn how to
- Appreciate and use the main features of the ITIL Service Support disciplines
- Configuration Management, Incident Management, Problem Management, Change Management, Service Desk and Release Management to the benefit of their organisations.
- Plan, design, implement and operate within each of the IT Service Support modules.
Course Outline
- IT Service Support Overview
- Why Service Management?
- Service Support’s relationship with Service Delivery
Configuration Management
- Configuration Identification
- Configuration Management Database
- Configuration Audits & Control
- Status Accounting
- Planning and Managing Configuration Management
- Costs & Benefits
Service Desk
- Incident Data Capture
- Customer / User requirements
- Promoting IT Services
- Planning for the Service Desk
- Managing the Service Desk
Incident Management
- Dealing with incidents
- Managing incidents
- Progressing Incidents
Problem Management
- Root Cause Analysis
- Processes
- Problem and Error Control
- Planning for Problem Management
- Managing Problem Management
Change Management
- Change Management Components
- Requests for Change
- Change Authorisation
- Change Build & Test
- Review
- Urgent Change
Release Management
- Why have Release Management?
- What is Release Management?
- Planning for Release Management
- Managing Release Management
- Software & Hardware Control
Link to this page: http://www.xpertise.co.uk/ITSSR
Xpertise – ITIL Service Support – Residential training courses
Xpertise provides ITIL Service Support – 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.