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turning knowledge into competencies

ITIL® Awareness

Best Practices for IT Service Management


ITIL® (IT Infrastructure Library) is the most widely accepted approach to IT service management. It provides a cohesive set of best practice guidance drawn from the public and private sectors around the world.

This course consists of a short introduction of the IT Service Management philosophy and the core ITIL® principles and concepts.

OBJECTIVES

 To explain the concept of Service Management as a practice
 To provide insight into the Service Lifecycle approach
 To introduce the key terminology, concepts and principles of ITIL®
 To create awareness about the business value of Service Management practices
 To present the key Service Management roles and functions

CONTENT

1. Service Management as a Practice
2. Functions and Roles
3. Key Concepts around the Service Lifecycle
a. Service Strategy
b. Service Design
c. Service Transition
d. Service Operation
e. Continual Service Improvement

TARGET AUDIENCE

 Executives, IT Managers, Quality Managers, Consultants wanting to have an overview of ITIL® and IT Service Management concepts
 All individuals involved in the management of a service.

PREREQUISITES

None

PEDAGOGICAL METHOD

 Theory and concepts illustrated by an accredited trainer with sound expertise and experience in IT Service Management.
 Group discussions with the purpose to match the relevant IT Service Management issues to real life experience.

CERTIFICATION

None

STUDENT PACK

 Course Materials
 Attendance Certificate

Design and implementation Flockdesign Ronse