Apex Consulting Services
Public Schedule
May 31 to June 4, 2010
ITIL V2-V3 Manager's Bridge
Ottawa, ON
ITIL V3 Courses Now Available
Foundation
V3 Foundation
V2-V3 Foundation Bridge
Lifecycle Courses
Service Operation
Service Transition
Capability Courses
Operational Support & Analysis
Release Control & Validation
Service Offering & Agreement
V2-V3 Managers Bridge
Accredited Partners
Fox IT

ITIL Service Management Awareness is an instructor-led course which provides a general introduction IT Service Management and how it can contribute to IT and business objectives.

A small degree of customization is possible within the standard price, while further tailoring to meet specific requirements is available at additional cost. Further value is obtained by a sponsoring manager opening and closing the course.

duration
half day or full day

level
Introductory

prerequisites
None

course materials
All students receive a copy of the course presentation and a copy of the itSMF's ITIL Pocket Guide.

course content

  • Overview of Service Management
  • Overview of ITIL
  • ITIL Service Support Processes
    • Service Desk
    • Incident Management
    • Problem Management
    • Change Management
    • Release Management
    • Configuration Management
  • ITIL Service Delivery Processes
    • Service Level Management
    • Availability Management
    • Capacity Management
    • Financial Management
    • IT Service Continuity Management