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 Essentials is an intensive instructor-led course that:

  • provides a complete overview of All 11 ITIL components, including goals, key terms, responsibilities, and keys to success
  • prepares students to pass the ITIL Foundation exam
  • Helps students leverage ITIL concepts and practices in their daily work

duration
2 days

level
Introductory

prerequisites
None

class size
Up to 16 students

examination
Includes the exam leading to the Foundation Certificate in IT Service Management (40 questions, multiple-choice)

course materials

  • Student workbook including classroom presentation, sample exams, job aids, and glossary
  • ITIL Pocket Guide

course content

  • Introduction to Service Management
  • Introduction to ITIL
  • Service Level Management
    • Planning and negotiating SLRs and SLAs
    • SLA structure
    • OLAs and UCs
  • Financial Management
    • Budgeting
    • IT accounting
    • Charging
  • Service Desk
    • Function and role
    • Local, central, and virtual Service Desks
    • Structural considerations
  • Incident Management
    • Incidents, Problems, and Known Errors
    • Integration with Problem and Change Mgmt.
    • Incident lifecycle
    • Major Incidents
  • Problem Management
    • Reactive and proactive Problem Management
    • Problem Control and Error Control
    • Codification and categorization
    • Problem solving techniques
  • Configuration Management
    • The Config. Management Database (CMDB)
    • CI planning, identification, control, and audit
    • The DHL and the DHS
    • Planning and implementing the CMDB
  • Change Management
    • Integration with Incident and Problem Mgmt.
    • The Change Advisory Board (CAB)
    • Change types
    • The Change lifecycle
  • Release Management
    • Release policies, rollout, units, and types
    • The DHL and DHS
    • Planning, communication, and testing
  • Capacity Management
    • Business and Service Capacity Management
    • The Capacity Database (CDB)
    • The Capacity Plan
    • Monitoring, modeling, and sizing
  • Availability Management
    • Availability, reliability, maintainability
    • Serviceability and security
    • Availability plan
    • Availability methods and techniques
  • Security Management
    • Confidentiality, integrity, and availability
    • Privacy, anonymity, and verifiability
  • IT Service Continuity Management
    • Business Continuity Management
    • Business Impact Analysis and Risk Mgmt.
    • IT recovery options
    • Operational management
  • Course Summary
  • Exam preparation
  • ITIL Foundation Certification Exam