This course is provided by Wintrac.
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ITIL & Help Desk
Overview
This 2-day course will encourage all employees to participate in the success of their companies by aligning IT services with the current and future needs of the business and its customers, improving the quality of the IT services delivered, and reducing the long term costs of service provisions. By collecting the best practices from top companies, the CCTA established a best practice process framework called ITIL, which includes a description of how to organize service management within an organization. All the companies who contributed their best practices then adopted this guide.
Prerequisites
Students should have at least the following:
- 1 - 2 years of IT experience along with the following Sideris Course
- The Sideris course ITIL Level 1 - Foundations
Target Student:
Students should have 1-2 years of experience within environments such as:
- Lower to Middle management
- Employees who support Service Level Management
Certification
The IT Infrastructure Library (ITIL®) is a series of publications giving best practice guidance on the provision of IT services and the accommodation and environmental facilities needed to support IT. ITIL® is supported by a certification structure, administered by the “ITIL® Certification Management Board” (ICMB). Please see the certification requirements for each level of ITIL® certification: Foundation, Practitioner, and Manager.
Delivery Method
Instructor resources include PowerPoint slides as well as auxiliary questions for use in a classroom setting. When a full order of courseware is ordered for use in a classroom, the instructor will receive these additional instructor resources as well.
Course duration
2.5 - 3.0 Days
Course outline
- Why Is There A Need For Service Level Management
- Goal For SLM
- Scope For SLM
- Service Level Management Basic Concepts
- Service Level Management Benefits
- Service Level Management Potential Problems
- Service Level Management Costs
- Possible Problems Associated With Service Level Management
- Establishing Initial Planning Activities
- Monitoring The Process
- Discover What The Initial Perception Is Of The Service
- Verify Underpinning Contracts And Operational Level Agreements
- Creating a service catalogue
- Managing Customers Expectations
- Service Level Agreement Structure
- Introduction
- Service hours
- Availability
- Reliability
- Support
- Throughput
- Transaction response time
- Batch turn around time
- Change
- IT Service Continuity and Security
- Charging
- Service Reporting and reviewing
- Introduction of new services
- Identifying Service Level Requirements
- How To Word an SLA
- Agreement From All Parties
- Monitoring The On Going Process
- Reviewing Operational Level Agreements and Underpinning Contracts
- Establishing Reporting And Review Procedures
- Tell Everyone About The SLA & The Process
- Monitoring The SLA & Reporting The Findings
- Service Level Management Meetings
- Establishing A Service Improvement Program
- Maintaining The SLM Process
- Constructing An SLA
- Performance Indicators
