ITIL For IT Field Professionals

[ IT Field Pros - those who develop, configure, install, support and repair software, hardware and networks]

Everyone involved in IT needs awareness and familiarity with ITIL. This course is specifically developed for the IT Field Pros that want to have a basic understanding of key ITIL concepts and what it means for regular responsibilities.

This 1 day course concludes with an in-class exam.

Objectives

To gain an understanding of key ITIL concepts, processes and roles:

• IT Service Management and the Service Lifecycle
• Governance
• Service Desk
• Incident & Problem Management
• Change, Release and Configuration Management
• Service Level Management and Supplier Management

Who Should Attend

You want to attend this course if:

• If you support or repair technology products on customer premises
• If you provide remote support for technology infrastructures for customers
• If you perform activities as part of a service desk or help desk operations
• If you sell technology support services
• Project Managers NOTE: This course may fulfill the continuing education requirements for the PMP credential - ask us for details

Prerequisites

Familiarity with general IT knowledge and terms.

Course Modules

Module 1: Introduction

• Why are companies implementing ITIL
• What does governance mean to me

Module 2: Service Management

• Service as a product
• How do customers perceive value
• Outcome based definitions and descriptions of actions
• Achieving a balance between Technology and Service
• The Service Lifecycle
• Key Processes
• Key Functions and Roles

Module 3: The Service Desk

• Coordinator for other processes
• Main interface to the user
• Interested in completion of tasks and communications

Module 4: Incident and Problem Management

• Control the procedures for "fixing" failure events
• Incident Management drives the "fixing" procedures through the Service Desk
• Problem Management is involved in escaltions
• Importance of the Incident Manager

Module 5: Request Fulfillment

• Delivery of services to users that are not associated with failure events
• Customer service focus
• Procedural requirements

Module 6: Service Transition

• Key processes of Change, Config and Release
• Roles and responsibilities for activities under their control

Module 7: Service Level Management & Supplier Management

• What agreements and contracts control the work that you perform
• How are the services that you deliver itemized
• What happens when things don't go as planned

Module 8: In Class Exam

• 30 Minutes - multiple choice