This course focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011 edition), ITIL (Information Technology Infrastructure Library) is published as a series of five core volumes, each of which covers a different IT Service Management lifecycle stage. Although ITIL underpins ISO/IEC 200001:2011 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework.
Who Should Attend?
- Both IT and business people will benefit from this course
- Those requiring a basic awareness of the ITIL framework
- IT professionals or others working within an organisation that have adopted an ITIL approach
- Anyone involved in or contributing to an on-going service improvement programme
- Recognise the need for change in service provision and for a commitment to implementing a Service Management culture.
- Describe how IT Service Management can help align IT processes to business objectives.
- Describe how IT Service Management can be adopted and adapted to an organisation
- Describe the core elements of each ITIL Service Management process
- Understand the core elements of and common terminology associated with the ITIL best practice framework
- This course is designed to provide a high-level overview of ITIL and enable delegates to understand how and integrated IT Service Management framework might be utilised to achieve IT business integration, cost reductions and increased productivity.
- The areas that this course is designed to cover are:
- An introduction to ITIL, is strategic and operational benefits
- An overview of the ITIL certification scheme
- Service Management as a practice
- The ITIL concepts and definitions
- High-level overview of Service strategy, service design, service transition, service operation and continual service improvement.
- A high-level review of the ITIL service management functions
- Receive Homework (If applicable)
- Final Questions/Review
- Exam/ Assessment
- Improve resource utilisation
- Be more competitive
- Decrease rework
- Eliminate redundant work
- Improve upon project deliverables and time
- Improve availability, reliability and security of mission critical IT services
- Justify the cost of service quality
- Provide services that meet business, customer and user demands
- Integrate central processes
- Document and communicate roles and responsibilities in service provision
- Learn from previous experience
- Provide demonstrable performance indicators
- All delegates who successfully pass the assessment over 60% will be issued with a certificate of competence.
- If you receive lower than 60% a certificate of attendance will be issued.
- An Assessment at the end of the course will be required.
- A minimum of 60% is to be achieved to attain a Competence Certificate.
- If you achieve lower than 60% but get between 40 – 59% a second attempt will become available.
- If you get lower than 40% and fail the second attempt, you will need to re-purchase the course.
- An attendance certificate is awarded to you regardless of a pass or fail.