ITIL Overview - Introduction to ITIL

Includes ITIL Version 3 update   

Description
This one day workshop is designed for all levels of IT staff requiring an introductory overview to Service Management.

It provides a 'taster' to Service Management, a topic that could change your life, as more than one exponent has said! The answer to many of the prayers of all levels of IT staff, a best practice framework based on the ten volumes of the Information Technology Infrastructure Library (ITIL) that comprise Service Management.
 
 
On completion, delegates will understand the need for Service Management, its components and the benefits that can accrue from its implementation. This will enable them to understand the impact Service Management can make on their installation in changing towards a 'service culture'. It will explore the need for and primary benefits of each of the ten disciplines that comprise Service Management. The important areas of planning, implementation and management of the Service Management modules will also be discussed.

Structure
Classroom sessions will be delivered using a number of techniques:

Formal lecturing.
Group discussions.
Syndicate discussions and presentations.

Topics
What is Service Management?
Introduction
The definition
The need
The constraints
Who is doing what?
Who requires what?
Managing IT services
Planning for Service Management
Before you start
Planning phases
Implementation options
Post Implementation Review
Auditing and Compliance
Continuous Service Improvement
Service Support Activities
Service Desk
Configuration Management
Problem Management
Change Management
Release Management
Service Delivery Activities
Service Level Management
Availability Management
Capacity Management
IT Service Continuity
Financial Management
Course Summary and Review