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ITIL (IT Infrastructure Library) is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.
ITIL® consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL® has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.
ITIL Overview
ITIL Foundation
ITIL Service Support
ITIL Service Delivery
ITIL Overview Course Description
Overview
This one-day intensive instructor-led workshop is designed to introduce the need for Service Management, its components and the benefits that can accrue from its implementation. This will enable an understanding of the impact Service Management can make on customer satisfaction and on the return on IT investment.
The workshop consists of formal lecturing, discussions and exercises. There will also be an opportunity for ‘questions and answers’.
Delegates will learn how to:
- Appreciate the concepts of Service Management: a controlled and disciplined approach to the support and delivery of quality IT services.
- Interpret the contents of ITIL (Information Technology Infrastructure Library), the de facto standard for Service Management.
- Appreciate the crucial role Service Management plays in ensuring both the customer and supplier understand an organisation’s business and IT requirements.
- Justify ITIL as the framework for effective Service Management.
Course outline
Introduction to Service Management
- What? & Why?
- Today’s IT environment and issues
- How to get more value out of IT
- Service Management as a framework to close the gap between IT & business
ITIL
- Origin
- Objective
- Scope
- Customer focus
The 11 ITIL disciplines
- Service Desk
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
- Capacity Management
- Financial Management for IT services
- Availability Management
- Service Level Management
- IT Service Continuity Management
Implementing ITIL
- Key principles
- Assessment: benefits & problems
- Success ingredients
- Hints for successful implementation of Service Management
ITIL training course duration: 1 Day
ITIL Foundation Course Description
The IT Service Management Foundation Course is a 3 day course which introduces the concept of IT Service Management (ITSM) and gives a framework for identifying and interrelating the various activities involved in developing, delivering, measuring, and improving IT services to the user communities.
The origins of the course can be found in what is known as the Information Technology Infrastructure Library (ITIL), a set of documents describing best practices in a number of IT service areas.
ITIL was first developed by the UK Government who created the Information Technology Infrastructure Library after consulting and involving industry experts and government organizations in relationship to “Best Practice”. Its popularity as a driving force behind effective IT management has resulted in the establishment of a certification program.
The first level of certification is known as ITIL Foundation Certification, the purpose of which is to establish that an individual has a solid understanding of ITIL. This course, combined with additional experience, contributes to the students’ capacity to successfully pass the ITIL Foundation Certification.
Goals
The Goals of this course are to:
- Introduce the concepts underlying IT Service Management.
- Introduce the best practice as documented in the Information Technology Infrastructure Library.
- Understand the roles, processes, and components that are part of certain key ITSM areas: Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, Release Management, IT Continuity Management, Availability Management, Capacity Management, Financial Management for IT Services and Service Level Management.
- Be aware of what is the best practice and the implications of its implementation.
- Enable student's to pass the ITIL Foundation Certification.
Student Objectives
- Understand the history of ITIL, its purpose, and structure.
- Understand the objectives of the ITIL practices and be able to identify which of those practices could add value if implemented in one's own IT environment.
- Understand the main elements of the ITIL model.
- Know where additional information can be attained.
Student Profile and Prerequisites
Students should have at least some experience with the specification, development, installation, and/or management of information technology. This course will benefit those people who are responsible for the delivery of IT services required by their company or business, such as system and network administrators, IT managers, business analysts,
ITIL training course duration: 3 Days
ITIL Service Support Training (IT Infrastructure Library)
Service Support Course Description
The IT Service Management Service Support course is the first part of a 2 week course that complements the Foundation course and conducts a more in depth introduction/discussion relating to the concept of IT Service Management (ITSM) and a framework for identifying and interrelating the various activities involved in developing, delivering, measuring, and improving IT services to the user communities.
The origins of the course can be found in what is known as the Information Technology Infrastructure Library (ITIL), a set of documents describing best practices in a number of IT service areas.
ITIL was first developed by the UK Government who created the Information Technology Infrastructure Library after consulting and involving industry experts and government organizations in relationship to “Best Practice”. Its popularity as a driving force behind effective IT management has resulted in the establishment of a certification program.
This level of Certification, the purpose of which is to establish that an individual has a solid understanding of ITIL. This course, combined with additional experience, contributes to the students’ capacity to successfully pass the ITIL Management certification.
Goals
The Goals of this course are to:
- Discuss the concepts underlying IT Service Management (Service Support).
- Discuss best practice as documented in the Information Technology Infrastructure Library
Understand the roles, processes, and components that are part of certain key ITSM areas: Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, Release Management, (also mentioned will be week 2 topics i.e. IT Service Continuity Management, Availability Management, Capacity Management, Financial Management for IT Services and Service Level Management). - Be aware of what is the best practice and the implications of its implementation.
- Enable student's to pass the ITIL Service Management Certification.
Student Objectives
- Understand the history of ITIL, its purpose, and structure.
- Understand the objectives of the ITIL practices and be able to identify which of those practices could add value if implemented in one's own IT environment.
- Understand the main elements of the ITIL model
- Know where additional information can be attained
Student Profile and Prerequisites
Students will have successfully completed and passed the Service Management Foundation Exam and should have at least some experience with the specification, development, installation, and/or management of information technology. This course will benefit those people who are responsible for the delivery of IT services required by their company or business, such as system and network administrators, IT managers, business analysts, business process specialists, systems analysts, IT architects, and CIO's of small companies.
ITIL training course duration: 5 Days
Service Delivery Course Description
The IT Service Management Service Delivery course is the second part of a 2 week course that complements the Foundation course and conducts a more in depth introduction/discussion relating to the concept of IT Service Management (ITSM) and a framework for identifying and interrelating the various activities involved in developing, delivering, measuring, and improving IT services to the user communities.
The origins of the course can be found in what is known as the Information Technology Infrastructure Library (ITIL), a set of documents describing best practices in a number of IT service areas.
ITIL was first developed by the UK Government who created the Information Technology Infrastructure Library after consulting and involving industry experts and government organizations in relationship to “Best Practice”. Its popularity as a driving force behind effective IT management has resulted in the establishment of a certification program.
This level of Certification, the purpose of which is to establish that an individual has a solid understanding of ITIL. This course, combined with additional experience, contributes to the students’ capacity to successfully pass the ITIL Management certification.
Goals
The Goals of this course are to:
- Discuss the concepts underlying IT Service Management (Service Delivery).
- Discuss best practice as documented in the Information Technology Infrastructure Library
Understand the roles, processes, and components that are part of certain key ITSM areas: IT Service Continuity Management, Availability Management, Capacity Management, Financial Management for IT Services and Service Level Management (Also mentioned will be topics from the first week Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, Release Management). - Be aware of what is the best practice and the implications of its implementation
Enable student's to pass the ITIL Service Management Certification.
Student Objectives
- Understand the history of ITIL, its purpose, and structure.
- Understand the objectives of the ITIL practices and be able to identify which of those practices could add value if implemented in one's own IT environment.
- Understand the main elements of the ITIL model .
- Know where additional information can be attained
Student Profile and Prerequisites
Students will have successfully completed and passed the Service Management Foundation Exam and should have at least some experience with the specification, development, installation, and/or management of information technology. This course will benefit those people who are responsible for the delivery of IT services required by their company or business, such as system and network administrators, IT managers, business analysts, business process specialists, systems analysts, IT architects, and CIO's of small companies.
