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.
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
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
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.
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.