Firebrand Training provides thorough instructor-led training to ensure that you learn the fundamentals, obtain hands-on skills and earn your certification. You will emerge able to immediately apply your new knowledge in your career environment.

Course program in detail

• Incident Management
  • Definition of an incident, description of Incident Control
• Problem Management
  • Definition of a problem and known error, proactive problem management
• Configuration Management
  • Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes
• Change Management
  • Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes)
• Release Management
  • Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing
• Service Level Management
  • Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs)
• Financial Management for IT Services
  • Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies
• Availability Management
  • Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting
• Capacity Management
  • Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan
• IT Service Continuity Management
  • Review of Business Continuity, Business Impact Analysis, Risk Analysis and Risk Management and looking at the various different recovery options available and their appropriateness for the different levels of criticality of services
• Service Desk
  • Review of the Service Desk function, the metrics employed, the structures of desk to be considered and the role the Service Desk plays in Incident Management

ITIL® Foundation Edition 2011

• Service Management as a practice
  • Definition of a Service and Service Management as a practice
  • Describe the concept of Good Practice
  • Define and distinguish between Functions, Roles and Processes
  • The process model
  • List the characteristics of processes
• The Service Lifecycle
  • Understand the Service Lifecycle
  • Describe the structure, scope, components and interfaces of the ITIL Library
  • Account for the main goals and objectives and value to the business of each phase in the Lifecycle for Service Strategy, Service Transition, Service Design Service
  • Operation and Continual Service Improvement
• Generic concepts and definitions
  • Define some of the key terminology and explain the key concepts of Service Management
• Key Principles and Models
  • Comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management
• Processes
  • Understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities, key metrics (KPI’s), roles and challenges for five of the core processes and to state the objectives, some of the basic concepts and roles for fifteen of the remaining processes
• Functions
  • Explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of three other functions
• Roles
  • Account for be aware of the responsibilities of some of the key roles in Service Management and to recognize a number of the remaining roles described in other Learning Units
• Technology and Architecture
  • List some generic requirements for an integrated set of Service Management Technology
  • Understand how Service Automation assists with integrating Service Management processes

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