ITIL Service Support
Course
In Carlisle
Description
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Type
Course
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Location
Carlisle
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Duration
5 Days
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.
Facilities
Location
Start date
Start date
About this course
Attendees must have five years relevant IT experience and have passed the ITIL® Foundation examination (if they wish to take the exam).
Reviews
Course programme
Course Outline
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IT Service Support Overview
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Why Service Management?
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Service Support’s relationship with Service Delivery
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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
ITIL Service Support