Courses

ITIL3A: ITIL Awareness Training

= Scheduled class    = Guaranteed to run    = Fully booked

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About this Course

The ITIL® Overview course delivers the following in one day:

• What is ITIL? - the basic theory of ITIL
• Why ITIL? - help participants understand why organisations are applying ITIL framework, and what the business benefits are of using this framework
• Applying ITIL _ the ways an organisation can apply ITIL to get the most out of it

The ITIL Overview course is only delivered as a private course for individual organisations. It is designed for scenarios where organisations have groups of people that require just an overview of ITIL and IT Service Management.
The course can be customised to suit an individual organisation_s requirements if desired

Audience

Those who would like to or who need to know more about ITIL, but who don_t need the detail and depth which our three day ITIL Foundation course offers.

This course can be attended by individuals who have anything from very little IT knowledge, through to a deep IT knowledge. The focus is on best practice processes, organizational structure and flow of information _ not on the technology.

Prerequisites

Only a willingness to learn

At Course Completion

Participants will understand at a high level the IT best practices that ITIL defines. They will also have a better grasp of the key terminology used by ITIL.

By attending this course, participants will better appreciate the role which IT plays as a service provider to other parts of the business, as well as supporting (where applicable) external customers

Course Outline

ITIL history, development and benefits

• How ITIL developed; how it differs from other methodologies, frameworks and concepts like project management, and why it is world_s best practice for IT Service Management
• The benefits of using ITIL as a framework for your IT organisation

Service Strategy Lifecycle - Overview

• Service Portfolio Management
• Financial Management for IT Services
• Business Relationship Management
• Strategy Management for IT Services
• Demand Management

Service Design Lifecycle - Overview

• Service Level Management
• Design Co-ordination
• Service Catalogue Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Security Management
• Supplier Management

Service Transition Lifecycle - Overview

• Change Management
• Transition Planning and Support
• Service Asset and Configuration Management
• Release and Deployment Management
• Knowledge Management
• Service Validation and Testing
• Change Evaluation

Service Operation Lifecycle - Overview

• Incident Management
• Problem Management
• Event Management
• Request Fulfilment
• Access Management

Functions and Roles

• Service Desk Function
• Technical Management Function
• IT Operations Management Function
• Applications Management Function

Continual Service Improvement Lifecycle

• The seven-step improvement process

Application of ITIL

• Understanding how to make changes in an organisation and how to reap the most benefit from using ITIL

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