About ITIL® (Information Technology Infrastructure Library)
International institute for SAS Training and Research
(IISASTR)
more detail visit http://www.iisastr.com
or
contact at 9312506496
• Is a globally used & accepted approach to IT Service Management?
• Is a cohesive set of best practices under 10 key service management processes, drawn from over a decade of work by thousands of
IT and data processing professionals in the public and private sector?
• Is supported by internationally coveted certifications
• Is adopted by leading organizations including Procter and Gamble, IBM, American Express, Shell, Boeing, Xansa and many others
• Is the foundation for BS 15000 certification (World’s first formal standard for IT Service Management)
Workshop Highlights
• Introduction The ITIL framework – Mission, Objectives, Processes, Tools, Dependencies, Benefits, Costs and possible problems BSI code of practice and IT Infrastructure Library (ITIL)
The total life cycle approach Control, Resolution, Release and Delivery Processes
• Configuration Management How to identify, control, account for and verify IT assets the configuration management database and its role in service management
• Service Desk and Incident Management How to manage and control incidents what is ‘first-line incident support Customer, Supplier and Partners
• Problem Management How to isolate problems from incidents, Control problems and fix errors Third party supplier issues Pro-active and Re-active methods
• Change Management How to control changes through the stages of impact analysis Assess, Authorize, Prioritize, Schedule, Test and Implement Change Role of Change Manager Change Advisory Board using change methods
• Release Management How to store and release authorized software in centralized and decentralized environments
• Service Level Management How service level/operational requirements, catalogues, operational and service level agreements are developed. Supplier/Client Management issues.
• Availability Management How to improve service availability. Service/supplier chains. Planning and maintaining IT systems.
• Capacity Management How a capacity plan is created. Workload, Resource, Performance, Applications and Demand Management.
• Business Continuity and IT Service Continuity Management How a contingency plan is created. Why business continuity planning is vital. Typical risks to critical services. Risk management methods.
Disaster recovery options.
• Financial Management for IT Services How financial management works. Key principles of budgeting, accounting and charging.
International institute for SAS Training and Research
(IISASTR)
more detail visit http://www.iisastr.com
or
contact at 9312506496