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ITIL® Awareness

Overview

Course Overview

ITIL® Awareness - In this course, you will learn about how the IT Infrastructure Library (ITIL) can help align with business and IT, control costs, improve IT service quality, balance resource allocations, and make IT a more enjoyable and stable place to work. Learn from experienced instructors who have led implementations and have the first-hand knowledge and experience to explain the benefits, pros, and cons of ITIL. This course includes handouts and references useful after the class.

Objectives

Course Objectives

Key principles and concepts of IT service management
Benefits of implementing ITIL in an organization
How service management processes map to the overall service lifecycle
Basic concepts and definitions related to the service lifecycle
Activities and roles involved with the service lifecycle
Relationships of each component of the service lifecycle and how each maps to other components
Factors that make service management more or less effective

Content

Course Content

1. Introduction

Key service management concepts and definitions
Stages of the lifecycle

2. Service Strategy

Purpose of the service strategy lifecycle stage
Value of service strategy to the business
Basics concepts related to service strategy
Service portfolio and the components of the service portfolio
Service strategy processes

3. Service Design

Purpose and objectives of the service design lifecycle stage
Value of service design to the business
Basic concepts related to service design
Service design processes

4. Service Transition

Purpose of the service transition lifecycle stage
Business value of service transition
Service transition processes

5. Service Operation

Purpose of the service operation lifecycle stage
Basic concepts related to service operation
Purpose, objectives, scope, and basic concepts for incident management and problem management
Functions of service operations

6. Continual Service Improvement (CSI)

Purpose of the CSI lifecycle stage
Business value of CSI
Purpose and objectives of the seven step improvement process
Deming Cycle

Audience

Who Should Attend

Anyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, senior technical and non-technical staff, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related.