- Price: $3600.00
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.
This course provides students with the skills and understanding of how to apply IT Service Management best practice in provision of quality customer support through implementing, managing, organising and optimising processes that relate to incidents, problems and known errors.
Based on the ITIL volume "Service Support", this course also covers the process dependencies with the volumes "Service Delivery" and "Security Management", and provides students with an in-depth knowledge of service management and practical hands-on experience.
This course is intended for anyone with an affinity or interest in management best practices. This includes IT Managers and Team Leaders, Service Desk Management and staff, Process Managers, Business and IT Liaison staff and Senior Analysts in support roles.
Students must have completed the Foundation certificate in IT Service Management (ITIL). Although it is beneficial to have some experience with IT, this is not a prerequisite as this course focuses on the management of IT, not on the underlying IT technology. A positive attitude and willingness to share knowledge is also important for this course.
I. Review of IT Service Management
II. Service Desk Function
III. Incident Management Process
IV. Problem Management Process
V. Relationships between 3 Core Service Support Areas
VI. Relationships with other Service Support and Service Delivery Processes
VII. People, Process and Product Implementation Guidelines
- National - Group Bookings - All States and Territories of Australia