Course: ITIL V3 Overview

This one-day course provides a general introduction to IT Service Management and how it can contribute to Business/IT alignment.

Target Audience

This course is aimed at IT and business staff and could be used as part of a formal awareness campaign or as an early introduction before a formal training programme of IT Service Management commences

Objectives

• Understand the need for change in service provision and for commitment to implementing a Service Management culture
• The course helps to remove barriers and conflict and helps staff to work together for the benefit of the core business.

Overview of Service Management

• How Service Management can help establish a closer working relationship between IT service providers and internal/external customers in order to provide competitive edge to the core business

Service Culture

• The underlying culture required to add value to the services provided and to increase both the customer’s perception and service revenue

Service Management Processes

• An outline of the key ITIL Service Management processes which aid the delivery of cost effective, quality IT services in line with core business objectives including:
  Service Lifecycle
  Service Practice
  Service Strategy
  Service Transition
  Service OperationContinual
  Service Improvement