1. Information Technology Service Management

2. ITSM Course Offerings ITSM Executive Awareness Seminar
The Service Management Executive Awareness 1-day seminar provides a general overview of the ITIL Service Management disciplines, the benefits and justification. This course is ideal for management and staff who might be involved in the periphery of IT Service Management, or those who are new to the concepts of ITIL needing a broad, brief introduction.
ITIL Service Management Foundation Course
This 3-day course provides IT Managers and Practitioners with a practical understanding of IT Service Management, the underpinning core ITIL Service Delivery and Service Support Processes and implementation guidance. It describes a set of processes involved in developing an IT framework and features both lecture and interactive hands-on learning experience throughout the course. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management, or to participate in ITSM projects at any level. The ITIL Foundations Certificae Exam is administered by EXIN at the end of the course.

3. ITSM Executive Awareness Seminar
Course Outline
Introduction to Service Management
The background and influence of ITIL
The benefits and importance of Service Management
Implementation issues
Service improvement program
Service Level Management
The Service Level Management process
Typical contents of SLAs
Monitoring, reporting and reviewing
Service desk/incident management
Incident logging and management
Help Desk options and procedures
Incident classification and prioritization
Problem management
Incident, problem and known error control
Trend identification
Problem reduction
Configuration management
Basic principles and terminology
The Configuration Management Database (CMDB)
Data capture and audit
Change management
Centralized change control
Change management processes
Roles and responsibilities
Release management
The definitive software library
Distribution and implementation
Legal and licensing issues
Availability management
Availability, reliability, serviceability
Maintainability, security
Designing high availability
IT Service continuity management
Risk management
Business impact analysis
Contingency options and the contingency plan
Financial management for IT services
Costing and charging options
Cost centers
Budgets and accounting
Capacity management
Capacity forecasting
The capacity plan
Elements of capacity management
SEMINAR OVERVIEW
The 1-day Service Management Awareness seminar provides a general overview of the ITIL Service Management disciplines, the benefits and justification. This course is ideal for staff who might be involved in the periphery of IT Service Management, or those who are new to the topic needing a broad, brief introduction.
Who Should Attend
The seminar is suitable for relatively large numbers and might be used to engender an initial understanding of IT Service Management amongst groups of implementation or project staff.
The course may also be of value to managers wishing to obtain a broad, yet focused overview of IT Service Management.
What you will learn.
How Service Management can facilitate the alignment of IT process to business objectives.
An understanding of the ITIL Service Management model sufficient to enable you to discuss how it fits or could be adapted to their organization.
To make high level go/no go decisions.
To discuss options for next steps.

4. ITIL Service Management Foundation Course
COURSE OVERVIEW
This 2 ½ -day course provides IT Managers and Practitioners with a practical understanding of IT Service Management, the underpinning core ITIL Service Delivery and Service Support Processes and implementation guidance. It describes a set of processes involved in developing an IT framework and features both lecture and interactive hands-on learning experience throughout the course. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management, or to participate in ITSM projects at any level. The ITIL Foundations Certification Exam is administered at the end of the course. Taking the exam is optional.
PREREQUISITES
Experience and knowledge of IT computing environments.
WHO SHOULD ATTEND
IT management, Business Unit Managers, IT Services Managers, Supplier Managers, Consultants and those responsible for the support and implementation of Information Technology.
WHAT YOU WILL LEARN
A consistent “best practices” communication of IT terminology and procedures
Current insights into the process relationships of business and technology management
Which processes are essential to support and deliver a quality IT Service
How these processes relate to each other and to wider IT issues
Practical guidance on how to successfully introduce an integrated IT Service Management framework, based on ITIL best practice processes.

5. ITIL Service Management Foundation Course Outline
Service Level Management
Service level and operational level agreements
Underpinning contracts
Service improvement program
Customer Relationship Management
Financial management
Budgeting, accounting and charging
Cost models and cost categorization
Cost recovery
Capacity management
Capacity database
Demand and workload management
Resource and performance management
Capacity planning
Availability management
Reliability and maintainability
Resilience and serviceability
Calculating availability
IT service continuity management
Risk analysis
Planning for potential disasters
Testing and executing continuity plans
Examination: ITIL foundation for IT service management
Exam preparation
Take the ITIL foundations certification exam
Service management
Introduction to IT SM Framework
Introduction to Framework Components
ITIL introduction
Continuous improvement
Service desk
The Service Desk Function
Service desk options
Incident management
The difference between incidents, problems and known errors
Incident control process
Classification, prioritization and escalation
Problem management
Problems and known errors
The problems control and error control processes
Reactive and proactive problem management
Configuration management
Providing information on the IT Infrastructure
Configuration items
Configuration management database
Change management
Change management process
Approving and scheduling changes
Change advisory board
Emergency changes
Release management
Release and distribution process
Release policies and types
Definitive software library