ITIL Service Support

Aims and Objectives
Appreciate and use the main features of the ITIL Service Support disciplines: Configuration Management.
Incident Management, Problem Management and
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.

Target Audiences
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.

Prerequisites
Attendees must have five years relevant IT experience and have passed the ITIL Foundation examination (if they wish to take the exam).

Course Content
Module 1: IT Service Support Overview
Module 2: Why Service Management?
Module 3: Service Support's relationship with Service Delivery
Module 4: Configuration Management
Module 5: Service Desk
Module 6: Incident Management
Module 7: Problem Management
Module 8: Change Management
Module 9: Release Management