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ITIL OVERVIEW
This a one-day, high-level introduction to IT Service Management concepts. It provides an excellent starting point to organisations who are implementing service management and who are keen to ensure a common understanding of what this means.
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.
There will also be an opportunity for questions and answers.
Implementing ITIL - 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
Implementing ITIL®
- Key principles
- Assessment: benefits & problems
- Success ingredients
- Hints for successful implementation of Service Management
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
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