Course Description

This course is specifically designed for IT practitioners wanting to gain knowledge in IT Service Management best practice. You will learn the essential concepts of ITIL to equip you with the knowledge to confidently apply its underlying principals.

Pre-Requisites

This course is suitable for all levels of personnel within an IT Service Delivery Organisation and can form a key component of an ITIL implementation change program.
Specific benefits will be derived by IT Managers, Support team leaders, Service Desk supervisors, Change Managers, Service Level Managers, Operations Managers, and Problem Managers.

Course Outline

The material to be covered over the three days is set out below.

• What is ITIL & IT Service Management
• What is a customer, customer service, service culture & a consumer
• Goal, scope & key activities of Service Level Management
• Goal, scope & key activities of Service Desk & Incident Management
• Goal, scope & key activities of Problem Management
• Goal, scope & key activities of Configuration Management
• Goal, scope & key activities of Change Management
• Goal, scope & key activities of Release Management
• Service Management software tools
• Goal, scope & key activities of IT Service Continuity Management
• Goal, scope & key activities of Availability Management
• Goal, scope & key activities of Financial Management for IT Services
• Goal, scope & key activities of Capacity Management
• ITIL & Outsourcing - benefits for customer & provider
• Relationship between the processes
• Process Owners & their roles
• Bridging the gap between IT & the business