ITIL® Overview

This course is available as

1. A tutor-led course
2. Through  interactive e-learning
   

This a one-day, high-level introduction to the IT Service Lifecycle, upon which ITIL® is based.

Who should attend?

This overview provides an excellent starting point to organisations who are implementing service management.

It is also useful for organisations and individuals who are already familiar with ITIL® and wish to have an update on the Service Lifecycle approach.

Prerequisites

None

Course outline

Students will gain an understanding of

• Service Management as a practice
• The concepts of Service and Service Management
• The Service Lifecycle
• The objectives of each phase in the lifecycle
• The key inter-relationships between the processes throughout the Lifecycle.

There will also be an opportunity for questions and answers.

Overview of Service Strategy

• Strategy principles and activities
• Developing strategies
• Differing types of Service Providers
• Introduction to the processes:
  • Service Portfolio Management
  • Financial Management

Overview of 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 Management
  • Information Security Management
  • Supplier Management

Overview of Overview of 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

Overview of Continual Service Improvement

• Continual Service Improvement principles and activities
• Metrics for the 7 step improvement process
• The role of Governance for Continual Service Improvement

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