How to Use ITIL ® v3 in IT Operations

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Course Overview

ITIL(R) is a non-proprietary approach for managing IT services, developed in the 1980s by the Office of Government Commerce (OGC) in the United Kingdom. Now considered the de facto standard for managing a business focused, cost effective IT organisation, the ITIL framework was recently redesigned from a process-led approach to a service lifecycle approach. This end-to-end view of how IT should be integrated with business strategy is at the heart of ITIL V3's five core volumes:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

While the ITIL V3 Foundations course provides an overall high level awareness of the complete service lifecycle model, How To Use ITIL V3 In IT Operations is a two-day workshop that provides a focused look at the processes related to the Service Operation and Service Transition phases of the service lifecycle.

Audience

How To Use ITIL V3 In IT Operations is suitable for anyone working in IT services requiring more information about the ITIL best practice framework.

Skills Gained

You will understand how ITIL's Service Transition and Service Operation processes can support the business by improving IT operations. In particular, you will:

• Be aware of ITIL's key concepts, definitions and objectives for the processes focused on day-to-day IT operations
• Understand ITIL's service lifecycle approach and its five key stages
• Explore the Service Transition processes:
• Transition Planning and Support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Service Validation and Testing
• Evaluation
• Knowledge Management
• Explore the Service Operation processes and functions:
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Functions:
• Service Desk
• Technical Management
• IT Operations Management
• Applications Management
• Pink Elephant's Faculty

Prerequisites

There are no mandatory prerequisites. Work experience in IT services is recommended.