I10-100: IT Services and Support Essentials


For many years, IT providers have applied formal methods and processes to help them develop new business applications; however, the service delivery and support functions are often developed using informal approaches that have unpredictable results.

Now, consolidation, migration, outsourcing, insourcing, e-commerce, 'enterprise wide' systems and the business expectation of 'rapid investment return with service excellence' are forcing changes. These changes require that both the Customer and Supplier work in close partnership. A partnership that will ensure that the IT services match the pace, impact and scale of the change.

Using best practice approaches to Service Management, the partnership can harness the people, processes and technology required to define, develop, deliver, support and maintain the products and services on which the business depends. This course highlights the processes and changes the skills and techniques required to make it happen.


The basis of this course is the IT Infrastructure Library (ITIL) therefore provides practical approach required to help new and experienced Service Support and Delivery staff to do their job better. (ITIL is the International Service Management standard published by OGC.) Objectives include:


Everyone responsible for service delivery and support of new and existing products and services; this typically includes both new and experienced development, administration, implementation, delivery, support and relationship management staff. Staff members required to complete the internationally recognized ISEB/EXIN Foundation Certificate in IT Service Management will find this course essential.


A basic level of IT literacy including at least six (6) months experience in IT Operations. Technical skills as a team member to develop complex solutions.

Next Courses

Course Contents

Introduction - The control, resolution, release and delivery process. BSI, the evolving ISO code of practice and ITIL. The total life cycle approach. The ITIL framework of 'mission, objectives, processes, tools, dependencies, benefits, costs and possible problems.'

Configuration Management - How to identify, control, account for and verify IT assets, the configuration management database and its role in service management.

Service Desk and Incident Management - How to manage and control incidents; what is 'first-line' incident support; customer/supplier 'partners.'

Problem Management - How to isolate problems from incidents, control problems and fix errors. Discuss third party supplier issues; proactive and re-active methods.

Change Management - How to control changes through the stages of impact analysis, assessing, authorizing, prioritizing, scheduling, testing and implementing changes. The roles of change manager and change advisory board members are discussed relative to practice of the change methods.

Release Management - How to store and release authorized software in centralized and decentralized environments.

Availability Management - How to improve service availability. Service and supplier chains are discussed. Planning and maintaining IT systems in the context of maintaining appropriate availability.

Capacity Management - How to create a capacity plan. Workload, resource, performance, applications and demand management.

Service Level Management - How service level operational requirements, catalogues, operational and service level agreements are developed. The supplier/client management issues.

Financial Management for IT Services - How financial management works. Key principles of budgeting, accounting and charging.

Business Continuity and IT Service Continuity Management - How a contingency plan is created. Why business continuity planning is vital. Typical risks to critical services. Risk management methods. Disaster recovery options.

ITIL and the Surrounding Issues - Program, project, systems, network, applications, supplier and security management.


Examinations leading to The Foundation Certificate in IT Service Management are held in all continents. Possession of this certificate is mandatory for all candidates who wish to reach 'full certification' via the Manager Certificate in IT Service Management.

Certificate Advantages



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