NETWORK SERVICES MANAGEMENT COURSE

leading to the Certificate in Network Services Management
A 4 day residential training course

Course Objectives

This course is intended for all IT staff involved in the control and management of networks.. The course is based on the Network Services Management module of the CCTA's IT Infrastructure Library and will enable attendees to:

• assess their existing Network Services Management processes
• implement cost effective methods and procedures for the management and control of networks and network services

Subsequent to attending the course students will be able to:

• utilise Network Services Management techniques to effectively manage network technology and the network environment
• use Network Services Management techniques to implement improvements in the quality of networked services delivered and to reduce the long term network costs
• communicate effectively with Service Management, IT Management and other IT staff on all networking issues

Course Structure

This is a four day course and will consist of:

• formal lectures
• syndicate exercises
• individual exercises
• mock examinations

There is an optional one day revision seminar which helps prepare the delegates for sitting the examination leading to the Certificate in Network Services Management.

Topics covered during the 5-day course include:

• The role of the Network Manager in an organisation:
  • The development of the Network Manager/Network Management
  • Centralisation or decentralisation
  • The strategic planning of the network
  • Benefits, costs and possible problems

• ITIL and Network Services Management (NSM):
  • ITIL overview
  • NSM overview
  • The relationships and interfaces between NSM and the other ITIL Service Management disciplines
    • Availability Management
    • Capacity Management
    • Change Management
    • Configuration Management
    • Contingency Planning
    • Cost Management
    • Help Desk and Problem Management
    • Service Level Management
    • Software Control and Distribution

• NSM Structure:
  • The NSM 7-layer model:
    • General overview
    • Layer-7: Business management
    • Layer-6: Network Services Management
    • Layer-5: NSM supporting disciplines (NSM functions)
    • Layer-4: NSM mechanisms
    • Layer-3: NSM tools
    • Layer-2: Network management standards
    • Layer-1: Network technology
  • NSM functions:
    • Network Services Planning (NSP)
    • Network Services Administration (NSA)
    • Network Services Control (NSC)
    • Network Services Project Control (NSPC)

• Implementing NSM within an organisation:

Producing the implementation plan:

1. Initiate the project
1. Agree the objectives and terms of reference of NSM
1. Objectives
1. Terms of reference
1. Initiate a feasibility study
1. Obtain approval
1. Produce a project plan
1. Planning the operational procedures and documentation
1. Select support tools
1. Plan staff training
1. Select/design the accommodation and environment
1. Plan reviews and audits
1. Review the implementation plan

• The on-going role of NSM:
  • Audit and review:
  • Project evaluation review
  • Post implementation review
  • Documentation and procedures
  • On-going operation and review
  • Auditing for effectiveness, efficiency and compliance

• Network Services Management and other ITIL modules:

The relationships and interfaces between NSM and the other ITIL disciplines:

• the ITIL sets
• Managing facilities management
• Managing supplier relationships
• Management of local processors and terminals
• Specification and management of a cable infrastructure

NSM standards, tools and products:

• Introduction
• Network management concepts and elements
• Network management standards:
  • OSI and CMIS/CMIP
  • TCP/IP and SNMP
  • Other standards

Network management tools and products