ITIL Service Support

PPi Learning Services

Course

In London

£ 1,495 + VAT

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Description

  • Type

    Course

  • Location

    London

  • Duration

    5 Days

To consider the business, management, technical, organisational and operational issues associated with each Service Support and Service Delivery process and plan 'best practice' improvement strategies.

Facilities

Location

Start date

London
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3-5 Crutched Friars, EC3N 2HR

Start date

On request

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Course programme

Course contentConfiguration Management
  • Basic concepts and terminology
  • The Configuration Management Database (CMDB)
  • CI breakdown level, relationships, attributes
  • Identification, control, status accounting and verification
  • Planning
  • Management information
Change Management
  • The change management process: normal and urgent procedures
  • Roles and responsibilities
  • Change models, prioritisation and categorisation
  • Change assessment and authorisation
Service Desk
  • The function and position of the Service Desk with the organisation
  • Service Desk technologies, roles, responsibilities, functions, staffing levels, skills, environment, processes and procedures
Incident Management
  • The Incident Management process: logging, prioritisation, escalation, resolution, closure and review
  • Planning and implementing Incident Management
  • Metrics and reporting
Problem Management
  • Problem and Error control
  • Analysis and trend identification
  • Categorisation, priority and severity coding
  • Proactive Problem Management
Release Management
  • Storage, protection and control of software
  • The Definitive Software Library
  • Legal and licensing issues
  • Software distribution and implementation
  • Version and release management

See related categories

ITIL Service Support

£ 1,495 + VAT

The best IT Systems courses

See all

See all