Information Technology Infrastructure Library (ITIL) Course

The Information Technology Infrastructure Library (ITIL) is a framework based on industry best practices to apply IT service management business processes to IT management.


The ITIL Foundations course includes the following:

  • ITIL and the Service Lifecycle
  • Service Strategy Fundamentals
  • Service Strategy Processes
  • Service Design Fundamentals
  • Service Design Processes
  • Service Transition Processes and Policies
  • Introduction to Service Operation
  • Service Operation Processes
  • Continual Service Improvement


Course Overview

Introduction to Service Management

The place and case for ITIL

 

  • Achieving a service culture
  • Managing perceptions


Service Level Management

  • What constitutes an Incident
  • The Incident life cycle
  • Different roles in Incident resolution


Problem Management
    •    How Problems are identified
    •    Proactive Problem Management


Service Desk

  • Role and responsibilities
  • Desk structures – local, central, virtual
  • People and technologies


Configuration Management

  • Planning effective Configuration Management
  • Configuration items and the Configuration
     

Management Database

  • The five key stages (PICSV)
     

Change Management

  • A scalable process for managing change
  • Role of the Change Manager and the Change
     

Advisory Board

  • Standard Change Models
     

Release Management

  • Relationships to Change and Configuration Management
  • The Definitive Software Library (DSL)
  • Release types
  • Releasing and rollout


Availability Management

 

  • Availability and Reliability
  • Understanding the customer view and calculating
     

Availability

  • Release types
  • Releasing and rollouts


IT Service Continuity Management

  • Relationships to Change and Configuration Management
  • Main stages of IT Service Continuity Management
  • Identifying Risks and Countermeasures
  • Contingency options and Disaster Recovery
     

Capacity Management

  • The three sub-processes
  • Capacity Management activities
  • The Capacity Plan and other outputs
     

Financial Management for IT Services

  • How Budgeting, Accounting and Charging work together
  • Budgeting and Cost Types
  • IT Accounting and producing a Cost Model
  • Charging and Charging policies


 ENTRANCE CRITERIA:

  • Grade 10 AND
  • Learners must be at least 16 years of age AND
  • Learners must be able to read and write in EnglishIT Related qualification and experience. 
     

HOW IT WORKS

Learners attend instructor- led sessions at our Richards Bay centre, training includes practicals. Seats are limited to 08 learners per class ensuring each learner receives individual attention and gain the required skill to perform tasks at hand. 
 

ASSESSMENT & CERTIFICATION

Learners are assessed continuously throughout their learning experience at InfoAvenue to ensure understanding and skill gain. On successful course completion learners will receive InfoAvenue Course Mastery Certification. International exams are optional and can be written at any Pearson Vue Testing Centre in South Africa at a fee. 

PAYMENT STRUCTURE 

Registration Fee: R300
(Payable on Registration, once off)

cash payment: R6 600

INSTALMENTS  
R3 900 Deposit, R3500 for 1 month

Course Duration
2 Months 

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