ITIL Manager's Certificate in ITIL Infrastructure Management (5 day)

Course Overview

Information and Communications Technology (ICT) is the third of the four fundamental drivers for any business. ICT helps you collect, analyse, produce and distribute information about your business, your services and your successes. Information on which your business plans are based, your markets are created, sales are made and goods distributed. Information which affects your image with shareholders and the public at large. Getting the best from your ICT is where you can help your business. Management of your ICT infrastructure is essential if it is to underpin the IT services that support your business. This course is based on the IT Infrastructure Library(R) (ITIL(R)) best practice guidance for ICT Infrastructure Management and covers the syllabus of the ISEB ITIL(R) Infrastructure Management Certificate qualification.

Audience

ICT Infrastructure, Service, Applications, Programme, Business and Operations Managers. All other ICT staff including Business Analysts, Development, Delivery and Support staff. Anyone responsible, or potentially responsible, for the management of ICT infrastructure.

Skills Gained

Identify ICT requirements and develop ICT plans and strategies. Design a resilient ICT infrastructure for current and future requirements. Co-ordinate, measure and review the implementation progress. Ensure that the ICT infrastructure is able to support the requirements of the IT services that support the business.

Examinations

This course will prepare delegates for the ISEB ITIL(R) Infrastructure Management Certificate examination. The examination is held by the ISEB four times a year and consists of a 3 hour written paper.

Course Outline

Introduction

• What is an ICT Infrastructure.
• Why manage your ICT infrastructure.
• Introduction to the four main processes of ICT Infrastructure Management (ICTIM); Design and Planning, Deployment, Operations and Technical Support.

Overview of Service Management

The objectives and responsibilities of each of the IT Infrastructure Library(R) (ITIL(R)) Service Management processes and how they relate to ICTIM. The links to Security Management, Applications Management, Business Perspective and Planning to Implement Service Management.

Design and Planning

• The need for Design and Planning processes and their alignment with business and IS design and planning processes.
• How to develop strategies, policies, standards, designs and plans for implementing ICT solutions.
• Goals, objectives, processes, deliverables, roles and responsibilities of Design and Planning.
• Benefits, costs & problems.

Programme and Project Management

• The need for the co-ordination and management of projects for the implementation of business and IT service change.
• Overview of business priority and alignment, and risk assessment and management.

Deployment

• How to manage deployment projects for the introduction of ICT solutions and technology.
• Goals, objectives, processes, deliverables, roles and responsibilities of Deployment.
• Benefits, costs & problems.

Business Case and Requirements Analysis

• The purpose of a Business Case.
• The analysis of business requirements to produce Statement of Requirement, Gap Analysis, Feasibility Study, Business Case and Invitation to Tender documents.
• Functional and non-functional requirements and how to ensure they are met.

Operations

• How to maintain a stable, secure and agreed ICT infrastructure.
• Goals, objectives, processes, deliverables, roles and responsibilities of Operations.
• Benefits, costs & problems.

Supplier, Product and Service Selection

• The use of structured methods and approaches to the selection of suppliers, products and services.
• Outsourcing - the benefits and risks.

Technical Support

• How to create a centre of technical excellence to support all other ICTIM and Service Management processes.
• Goals, objectives, processes, deliverables, roles and responsibilities of Technical Support.
• Benefits, costs & problems.

Implementing ICTIM and Benefits Realisation

• The activities involved in implementing an effective ICTIM process and function.
• Vision, strategy, policy and implementation plans.
• Developing culture and breaking down technical and functional "silos".
• Enterprise management tools and processes.
• Benefits realisation.