IT departments need to establish a professional best practice culture. The education process for this started at the top of the organisation as is quite normal. It is necessary to established the framework with senior management to gain their commitment to the process. This course is designed to present the concepts to management so that they may best assess how these disciplines can benefit their organisations. This course introduces the principles for the effective delivery of IT services by addressing the key areas from the operational standpoint.
The course is appropriate for both end user staff and IT staff who wish to improve, or need to formalise, their understanding of the principles of best practice.
There are no formal prerequisites for this course other than a general level of IT literacy. A background in IT or experience gained in the liaison between IT and the business itself would be useful.
Service Management Principles.
Purpose and role of the Help Desk.
Elements of Problem and Change Management.
Configuration Management Terminology.
Use of the Configuration Management Database.
The need for SLAs - benefits and difficulties, structure and objectives.
The need for and options of Continuity Planning.
Risk Analysis and Management. Continuity Plan.
Availability Management principles. Terminology - defined and discussed.
Elements of Capacity Planning.
Performance management overview.
Benefits and problems of Capacity Planning.
Objectives of costing and charging.
Costing and charging activities.
Use of the Definitive Software Library.
Release strategies defined.
PRINCE2 , MSP and ITIL are registered trademarks of AXELOS in the United Kingdom and other countries.
The Swirl logo is a trademark of AXELOS Limited.
APMP is a registered trademark of the Association of Proposal Management Professionals.
AXELOS develops and publishes a wide range of guidance on best management practice methodologies. AXELOS have appointed official accreditors, including the APM Group (APMG), to assist them in providing quality products and services based on their best management practice methodologies.
This course is delivered on behalf of Verhoef by our sister company Benchmark Training Ltd who are approved by the APMG.
If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.
Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.