Introduction to ITIL

Description

This one day event gives an overview of the ITIL® Service Management disciplines, the benefits and justification.
It provides an introduction to the subject material for those requiring a broad awareness of the business case for ITIL, the key terminology and major areas of activity.

Structure

The format of the event is designed to present the information in memorable, manageable segments, with opportunity throughout for delegates to test their understanding and raise and discuss issues of particular concern.

Course Documentation

Each participant will receive a full set of course materials.

Introduction to Service Management

• Making the case for ITIL (IT Infrastructure Library)

• The benefits of an approach based on ITIL

• The structure and content of ITIL

Implementing Service Management

• Costs and possible problems

• Timing and culture

The Service Support Processes

• The role of the Service Desk

• Incident & Problem Management

• Managing Changes to the Configuration

The Service Delivery Processes

• The Service Level Agreement

• Measuring, Monitoring, Reporting Service Quality

• Service Availability and Contingency Planning

• Budgeting, Costing, Accounting and Charging