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Course Overview A one-day overview that will provide the basic information and principles around the latest version of the ITIL(R) Service Management standard. It consists of short lectures and discussions, and provides a good introduction to the latest information in IT Service Management, and provides an excellent preparation for a Foundation Certificate course. This course has been classified as IT Technical Training. Audience Individuals who require a basic understanding of the ITIL(R) framework and how it may be used to enhance the quality of IT Service Management within an organisation. IT Professionals that are working within an organisation that has adopted and adapted ITIL(R) who need to be informed about and thereafter contribute to an ongoing improvement programme. Skills Gained On completion, delegates will have a better appreciation of the improvements to ITIL, understand what they are and the benefits they will bring to both IT and the business. Prerequisites Delegates are required to meet the following prerequisites: - As this one-day Overview introduces the key components of ITIL® version 3 and the key considerations when implementing current best practice Service Management, there are no prerequisites other than a general knowledge of IT.
- This overview is aimed at all stakeholders in Service Management including IT Service Managers and Service Management professionals who require an introduction to the ITIL® standard.
Course Outline Gain an understanding of Service Management as a practice Introduction to the concepts of Service and Service Management Gain an understanding of the Service Lifecycle The objectives and business value for each phase in the lifecycle Key Principles and Models Candidates will gain an understanding of the core principles and models of ITIL(R) plus the involvement of people roles and responsibilities required to deliver efficiency and effectiveness. Gain an understanding of the key inter?relationships between the processes throughout the Lifecycle. Overview of Service Strategy - Strategy principles and activities
- Developing strategies
- Differing types of Service Providers
- Service Portfolio Management
- Financial Management
Service Design - Design principles and activities
- People, Processes, Products and Partners
Introduction to the processes: - Service Level Management
- Service Catalogue Management
- Availability Management
- Capacity Management
- IT Service Continuity Mgmt
- Information Security Mgmt Supplier Management
Service Transition Transition principles and activities Introduction to the processes: - Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
Service Operation Operation principles and activities Introduction to the processes: - Incident Management
- Event Management
- Request Fulfilment
- Access Management
- Problem Management
Continual Service Improvement Continual Service Improvement principles and activities Metrics for the 7 step improvement process The role of Governance for Continual Service Improvement
This training course is presented on behalf of CourseMonster by an ISEB accredited training provider.
How to make a booking for the ITIL-A3 course
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