Course: IT Service Management

INTRODUCTION Organisations the world over are facing an increasing dependence on their IT services in order to survive. There is an expectation that the IT Services not only support the current business activities effectively and efficiently, but also provide new, innovative and dynamic responses to their ever changing business requirements. As a consequence, Service providers can no longer just focus their attention on technology they need to consider the quality and consistency of the services they provide and develop a true partnership with their customers.One of the responses to this challenge is to consider using ITIL (IT Infrastructure Library) Service Management best practice which has now become a world de facto standard and is widely adopted across all business sectors. Service Management is about understanding business priorities, identifying how/where IT investment should be made and assessing the correct approach to establishing appropriate control over the IT infrastructure and the services that underpin its success. WHO SHOULD ATTEND? The IT Service Management programme is aimed at all levels of staff. There are no prerequisites for this event, although an awareness of IT issues and technologies will help with the understanding. Delegates will receive a broad introduction to the topics covered within ITIL V3 which can also be used as preparation for undertaking the official ITIL V3 Foundation Certificate examination if required. PROGRAMME OBJECTIVES To gain an understanding of the ITIL processes and activities covered in the ITIL core guide. To understand the terminology and characteristics of good practice in ITIL. To prepare delegates to apply the knowledge in the workplace. To provide the foundation for further study. PROGRAMME OUTLINE DAY 1 Introductions Introduction to IT Service Management as a Practice The Service Lifecycle and Basic Concepts Demand Management DAY 2 Service Design Capacity Management Availability Management IT Service Continuity Management Information Security Management DAY 3 Service Transition Change Management Service Asset & Configuration Management #J-18808-Ljbffr