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Delivery Method

  • Classroom
  • Price: $1930.00

Course Overview

The IT Infrastructure Library (ITIL) is accepted as the most effective and efficient framework for managing and controlling the quality and costs of delivering IT services and keeping them aligned with business needs and ever changing business direction.

As the impact of global business competition is increasingly felt by organisations worldwide, technology is changing at light-speed, knowledge becomes harder and harder to retain, and outages of IT systems start to affect the survivability of organisations, one can no longer afford to operate a business in today’s world without proper structure and control. ITIL provides the needed governance and control, and is directly aligned with standards such as ISO/IEC 20000.

Delivery

Classroom

Locations

Classes available in Canberra, Melbourne, Perth and Sydney

Group bookings avaialble across all States and Territories of Australia

Duration

3 days

Prerequisites

None

Audience

Anyone with an interest in (IT) Service Management

Testing

Exam: 40 multiple choice questions, closed book, computer-based or paper-based exam

Exam leads t ITIL v2 Foundation Certificate

Follow up

Indefinite Help Desk Support

Course Content

Introduction and overview of IT Service Management

Service Desk function

Service Support processes

  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Configuration Management

Service Delivery processes

  • Service Level Management
  • Financial Management for IT Services
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management

Security Management process and principles

People, process and product implementation guidelines

 

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