ITIL Service Support

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

Delegates will learn how to:

• 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.

Course outline

• IT Service Support Overview

• Why Service Management?

• Service Support’s relationship with Service Delivery

• 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