ITIL® One Day Overview

ITIL® is recognised internationally as the best practice approach to IT Service Management aligning the provision of IT Services with the needs of the business. It is used globally by thousands of organisations throughout the private and public sectors to improve the way in which they implement and manage IT Services.

This introductory course gives an overview of ITIL Service Management and its structure. Delegates will gain an understanding of the core principles of ITIL Service Management practices.

Audience: Who is the course for?

• Those with little or no experience of ITIL
• Those in support roles or management and who are keen to understand what ITIL is and the benefits it brings to the organisation
• Those working in support roles within an ITIL based environment
• IT professionals that are working within an organisation that has adopted ITIL and who will need to contribute to an on-going improvement programme

Course duration:

One day.

Benefits to the individual:

• Understand Service Management as a practice
• Understand key principles of ITIL
• Gain an overview of the five ITIL lifecycle areas
• Confidence and knowledge to contribute to an on-going service improvement programme

Benefits to the business:

• An excellent starting point for organisations who are implementing Service Management
• Gain an understanding of how proven best practices can result in improved IT services and increased productivity throughout the business
• Greater customer satisfaction and reduced down time
• Better process management leads to reduced costs
• The framework is flexible, scalable, and systematic and can be used within different organisations irrespective of size or industry

Pre-requisites:

There are no pre-requisites although a general knowledge of IT and how it interacts with the business is useful.

Course outline:

The one day course covers the following topics.

• An Introduction to IT Service Management – what is ITIL, its history, service management as a proven best practice
• Service Lifecycle – the lifecycle approach
• Service Strategy – its purpose, objectives, scope and value to the business, service portfolio management, financial management, business relationship management
• Service Design – its purpose, objectives, scope and value to the business, the five major aspects of service design, service design processes
• Service Transition – its purpose, objectives, scope and value to the business, change management, transition planning & support, knowledge management, service asset & configuration management, release and deployment management
• Service Operation – its purpose, objectives, scope and value to the business, incident management, problem management, event management, request fulfilment, access management, service desk, technical management, application management, IT operations management
• Continual Service Improvement – its purpose, objectives, scope and value to the business, deming cycle, 7 step improvement model, CSFs and KPIs

Exam details

This course does not have an exam.