ITIL Fundamentals

• Origins, development and governance of the ITIL methodology
• Defining IT Service Management
• Reviewing the structure and scope of the Foundation Certification examination
• People, process and technology

The Service Desk Function and Incident Management

Establishing the Service Desk

• Distinguishing the Service Desk from call centers and help desks
• Costing the Service Desk
• Service Desk business benefits

Managing an Incident Lifecycle

• Identifying, categorising and prioritising incidents
• Investigating and processing incidents through to closure

Problem Identification and Resolution

Demystifying problem control with Problem Management

• Minimising the adverse effects of incidents and problems
• Proactive and reactive Problem Management

Achieving error control

• Getting to the root cause
• Progressing error correction

Evaluating Change via Change Management

• Setting up a change advisory board
• Analysing the impact of proposed changes
• Establishing standard methods and procedures for managing change

Assessing Infrastructure Through Configuration Management

• Relationship with incidents, problems, changes and releases
• Identifying, controlling and maintaining configuration items
• Measuring compliance

Release Management from Planning to Deployment

• Working through Release Management stages
• Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
• Accounting for technical and non-technical aspects of the release

The Service Level Management (SLM) Lifecycle

• Planning, implementing and delivering Service Level Agreements (SLA)
• Operational Level Agreements (OLA)
• Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)

Ensuring Availability

• Planning, improving, measuring and reporting for availability
• Applying the ARMSS model of Availability Management
• Measuring system unavailability

Maintaining IT Service Continuity

• Identifying, planning and managing for risks and risk impacts
• Invoking contingency plans in crisis situations

Effective Capacity Management

• Implementing Capacity Management (CM)
• Managing business, service and resource capacity
• Monitoring capacity
• Tuning systems to optimise performance

Planning Effective Financial Management

• Developing, budgeting, charging and accounting systems for IT services
• Providing essential management information for workable and cost-effective operations

Securing Infrastructure Processes

• Managing confidentiality, integrity and availability (C-I-A) of data
• Integration of Security Management with other ITIL processes