Service Management

ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice.

Course Overview
This official ITIL capability certification course enables you to master the key ITIL processes needed to create a stable IT infrastructure that business can rely on. It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL concepts, organizational structures, roles, functions and process activities related to the following processes:
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Demand Management

ITIL® is a Registered Trade Mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved

The course

What You Will Learn
• Service Management as a practice and how it creates business value
• In-depth review of the key processes, and their associated activities, functions, roles, responsibilities, challenges, risks and critical success factors:
o Capacity Management: Ensures cost justifiable IT capacity always exists and is matched to the needs of the business
o Availability Management: Ensures the level of service availability is matched to, or exceeds, the needs of the business
o IT Service Continuity Management: Supports the overall Business Continuity Management process, ensuring that required IT technical and service facilities can be resumed within agreed timescales
o Information Security Management: Part of the overall corporate governance framework this process ensures that IT and business security are aligned
o Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
• How the Risk Management processes works in the context of these processes
• Technology and implementation considerations for the key processes
• Important considerations for continual improvement of these processes

Target group

The training ITIL® Classroom is designed to provide insight into the basic processes of Service Management, understanding, and is therefore especially suitable for:

Capacity Managers
Availability Managers
IT Service Continuity Managers
Disaster Recovery managers
IT Security Managers
IT Risk Managers
Any IT professional involved with the processes described above

Knowledge Objective

  • Build a tactical Availability and Capacity plan to support IT Strategy and Service
  • Portfolio investment and implementation decisions
  • Move IT Service Continuity from a sporadic project to an embedded process approach
  • Integrate Information Security Management into the full Service Lifecycle
  • Move Risk Management from a reactive audit perspective to a proactive strategic planning process
  • Use technical capacity and availability data for Service and System planning and reporting
Certification

ITIL Intermediate Certificate in Planning
Protection & Optimization

Prior knowledge

ITIL® Foundations

Duration

4 days. -


Generic course information

Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN) and Loyalist Certification Services (LCS).
Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s
deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of experience implementing ITIL processes in a variety of organizations worldwide.

Examination requirements

Exam, Certifications & Awards
This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Planning, Protection & Optimization. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate (4 ITIL credits)

Costs

Training costs: £ 1249,-

Packages

All prices include course materials, complimentary publications (where appropriate), refreshments throughout the day, lunch and exam fee, but exclude VAT.

ITIL® is a registered trade mark of AXELOS Limited.

Course dates and locations

Select month

Select location

  • Start date Type Day Location Pricing Register Timetable
  • 28-01-2019 Classroom Monday Manchester £ 1565
    Timetable
  • 01-07-2019 Classroom Monday Manchester £ 1565
    Timetable
  • 14-10-2019 Classroom Monday Reading £ 1249
    Timetable