ITIL® V2 Practitioner

IT Infrastructure Library (ITIL) is a collection of Best Practices for the management and delivery of IT services and IT infrastructure. Because of decades of constant revision, these Best Practices have become a de-facto standard for the IT departments of all types of organizations. These Best Practices cover key Service Management processes, such as Incident Management, Problem Management, Release Management, Change Management, Service Level Management,Financial Management, Service Continuity Management, and Availability and Capacity Management.

ITIL V2 Practitioner: Release and Control

IT Infrastructure Library (ITIL) is a collection of Best Practices for the management and delivery of IT services and IT infrastructure. Because of decades of constant revision, these Best Practices have become a de-facto standard for the IT departments of all types of organizations. These Best Practices cover key Service Management processes, such as Incident Management, Problem Management, Release Management, Change Management, Service Level Management,Financial Management, Service Continuity Management, and Availability and Capacity Management.

ITIL also recommends the concept of a Service Desk that is designed to improve the function of the conventional Help Desk. The core ITIL guidelines are currently available in a series of eight books. ITpreneurs’ ITIL courses take an intensive, IT Process Competence training solutions approach. The courses provide the learner with the essentials of the best practices of ITIL processes adopted worldwide. ITpreneurs develops the courses using a customizable and integrated training program approach to enable a knowledge-driven learning process.

Course overview
This 5 day course focuses on the implementation and management of the processes and functions involved in achieving control and stability within an IT infrastructure. These include effective Change and Release Management processes based on an effective Configuration Management system. It is aimed at optimizing quality of service by responding to the need for change in a controlled and time-effective manner while keeping information about the infrastructure up-to-date and relevant.

The key objectives of Release and Control Practitioner training are:

Managing
•Plan the key activities in the Change Management,Release Management, and Configuration
•Management processes.
•Plan the exchange of appropriate information relevant to managing the Release and Control
•processes.
•Initiate actions to ensure that key activities in the Release and Control processes meet the agreed objectives.
•Report on the effectiveness and efficiency of the activities in the Release and Control processes.

Organizing
•Organize the exchange of appropriate information with other processes, users, and suppliers.
•Maintain the procedures of the Release and Control processes.
•Maintain the baselines of the configurations and status information of Configuration Items.
•Provide advice on the back-out and test plans for changes and releases.
•Coordinate and monitor changes, including preparing and taking part in Change Advisory Board meetings.

Optimizing
•Monitor and optimize the Release and Control processes.
•Propose improvements based on the results of monitoring and/or reviews.
•Plan and conduct Change, Release, and Configuration audits.

Course objectives
At the end of this course, you will be able to:
•Identify the characteristics of the ITIL model that will help develop, implement, and manage an Integrated Change and Release Management framework using Configuration Management as a critical component.
•Identify the requirements for clearing the Practitioner's Certificate Release and Control exam.
•Understand best practices for requesting, assessing,approving, and deploying changes to IT services.
•Identify the relationship between the processes that would contribute to an increase in the functionality and quality of IT services.

Course prerequisites
The ITIL® Foundation certificate. Before taking the practitioner examination, a candidate must have attended accredited training and completed the practical assignments successfully.
Two years of relevant work experience.

Who should attend
ITIL Process Practitioners and Process Owners

ITIL V2 Practitioner: Support and Restore Practitioner  

Course overview
This 5 day course focuses on the implementation and management of the processes and functions involved in managing exceptions in normal infrastructure control and service delivery. These include being able to organize in effective Service Desk function, along with the related Incident and Problem Management processes. These processes are aimed at optimizing quality of service by effectively responding to incidents and problems, as well as proactively preventing their occurrence. The Service Desk supports users in the use of IT services and takes care of restoring the service in the event of a disruption.

The key objectives of Release and Control Practitioner training are:

Managing
• Plan the key activities in the Service Desk function and the Incident and Problem
• Management processes.
• Plan the exchange of appropriate information relevant to managing the Support and Restore processes.
• Initiate actions to ensure that key activities in the Support and Restore processes meet predefined and pre-established objectives.
• Plan the monitoring of and reporting on the performance and achievements of activities in the Support and Restore processes.

Organizing
• Organize the exchange of appropriate information with other processes.
• Maintain procedures.
• Organize the structure of the Service Desk function.
• Set up Service Desk responsibilities, functions, employee levels, and technologies.
• Organize the handling of incidents.
• Organize relationships.
• Organize problem and error control.
• Organize proactive Problem Management.

Optimizing
• Monitor and optimize Support and Restore processes.
• Propose improvements based on the results of monitoring and/or reviews.

Course objectives
At the end of this course, you will be able to:
• Define the requirements and activities of an effective Incident and Problem Management process.
• Identify areas where a given Incident Management process could be improved.
• Identify the requirements of the support tools and associated equipment required to improve the
• Service Desk and Incident Management process.
• Determine the requirements for and the consequences of SLAs, OLAs, and Underpinning Contracts (UCs) on Service Desk activities.
• Describe the requirements of communication at the appropriate level, with both customers and the IT organization.
• Define the contents of effective management reports based on Key Performance Indicators that will be of use to Incident Management, Problem Management, and Service Level Management processes.
• Explain how these processes relate with other Service Support processes.
• Understand the reactive and proactive activities involved in Problem Management.
• Produce management information.

Course prerequisites
• The ITIL® Foundation certificate.
• Before taking the Practitioner examination, the candidate must have attended accredited training and successfully completed the practical assignments.
• Two years of relevant work experience.

Who should attend
ITIL Process Practitioners and Process Owners