Duration
2 days
Audience
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators and executives who are responsible for the delivery of IT services in an organization.
Prerequisites
Experience and knowledge of IT computing environments are useful but not essential.
At Course Completion
At the end of this course, you will be able to:
- Identify the key principles and concepts of IT Service Management.
- Identify the benefits of implementing ITIL in an organization.
- Identify the Service Management processes and how they map to the Service Lifecycle.
- Identify the basic concepts and definitions related to the Service Lifecycle.
- Identify the activities and roles involved with the Service Lifecycle.
- Identify the relationship of each component of the Service Lifecycle and how they map to other components.
- Identify the factors that affect the effectiveness of the Service Lifecycle.
Benefits to You
- Identify the lifecycle and fundamental processes involved in IT Service Management and how to integrate
- them into your business’ IT service model
- Understand how IT and the Business can collaborate to improve overall productivity and efficiency
- Learn to move the reactive relationship between IT and users to a proactive relationship
- Learn ITSM concepts via an exciting and interactive simulation
- Improved quality service provision
- Cost justified service quality
- Services that meet business, Customer and User demands
- Integrated centralized processes
- Everyone knows their role and knows their responsibilities in service provision
- Demonstrable performance indicators
DAY 1
- Introduction to IT Service Management
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Capacity Management
- Availability Management
DAY 2
- IT Service Continuity Management
- Financial Management for IT Service
- Service Level Management
- Continual Service Improvement
- Technology and Architecture
Programme scope, delivery arrangements and suitability are confirmed during enquiry.