ITIL Overview Course (IT Infrastructure
Library) - 1 Day Overview
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
Price (per participant): £500
(ex VAT)
To find out about dates, booking (available
online) and availability for this course,
please visit our events
calendar.
For a full course description
and briefing, please contact
us.
What Is ITIL? >>Visit
the QMS E-learning centre
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