ITIL (Information Technology Infrastructure Library) is used as a best practices process framework for managing IT services. This 3-day course covers the fundamental practices necessary to achieve the efficient support and delivery of high quality, cost effective IT services. The third day is devoted to test prep and taking the ITIL Foundation Certification Examination. Upon successful completion, you should be able to:

• Demonstrate an understanding of ITIL service support processes
• Implement service delivery processes
• Discuss the relationship between ITIL processes and wider IT issues
• Demonstrate knowledge of essential service management concepts:
  • Service Level Management
  • Financial Management
  • Service Desk management
  • Incident management
  • Problem management
  • Configuration management
  • Change management
  • Release management
  • Capacity management
  • Availability management
  • Security management
  • IT service continuity management
• Implement service management techniques
• List cost, benefits and problems associated with implementing ITIL
• Participate in service delivery and support functions

Audience: Any IT professionals with a role in the support and delivery of IT Services.

Prerequisites: While this course has no specific prerequisites, it is assumed that participants will have a basic level of IT literacy.