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| 5
day Service Delivery Course
The
Service delivery course is a 5 day
residential training course which, in
conjunction with the service
support course, leads to the
managers certificate in IT service
management.
Course
Content
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Service
Level Management |
Planning,
negotiating and managing Service
Level Agreements (SLAs). The Service
Level Management process. The
Service Catalogue. Structure,
content and wording of SLAs.
Monitoring, reporting and reviewing.
Service Improvement Programmes.
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Financial
Management for IT Services |
Budgeting,
costing and charging policy options,
benefits and justification. Cost
centres. Monitoring and interfaces
with Service Level Management.
|
Availability
Management |
Designing
and maintaining high availability IT
systems. Reliability,
maintainability, serviceability and
security. Risk analysis and
management.
|
Capacity
Management |
Capacity
planning and the Capacity Database.
Workload management, performance
monitoring, application sizing,
modelling, resource management.
Capacity forecasting.
|
IT
Service Continuity Management |
Disaster
recovery planning. Business impact
analysis. Risk Management.
Contingency options and contents of
an IT Service Continuity plan.
Testing and ongoing maintenance.
The
course includes class assignments and
practice of examination questions.
All
trainees are provided with a copy of
the ITIL Service Delivery Best
Practice book.
For
course dates from the training
providers, please
click here.
The
following training providers offer
this course, for booking details
please click the company name:
CEC
Europe Ltd
Fox
IT Ltd
Parity
Pink
Roccade
Sysop
TrainingSphere
Xansa
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