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| 5
Day Service Support Course
The
Service support course is a 5 day
residential training course which, in
conjunction with the service
delivery course, leads to the
managers certificate in IT service
management.
Course
Content
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Configuration
Management |
Basic
concepts and terminology. The
Configuration Management Database.
CI breakdown level, relationships,
attributes. Identification, control,
status accounting and verification.
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Change
Management |
The
change management process; normal
and urgent procedures. Roles and
responsibilities. Change models,
prioritisation and categorisation.
Change assessment and authorisation.
|
Service
Desk |
The
function and position of the Service
Desk with the organisation.
Service Desk technologies, roles,
responsibilities, functions,
staffing levels, skills,
environment, processes and
procedures.
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Incident
Management |
The
Incident Management process:
logging, prioritisation, escalation,
resolution, closure and review.
Planning and implementing Incident
Management. Metrics and reporting.
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Problem
Management |
Problem
and Error control. Analysis and
trend identification. Categorisation,
priority and severity coding.
Proactive Problem Management.
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Release
Management |
Storage,
protection and control of software.
The Definitive Software Library.
Legal and licensing issues. Software
distribution and implementation.
Version and release management.
The
course includes class assignments and
practice of examination questions.
All
trainees are provided with a copy of
the ITIL Service Support 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
Pink
Roccade
TrainingSphere
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