ITIL Training by Location

• ITIL Training London
• ITIL Training Bristol
• ITIL Training Leeds
• ITIL Training Manchester
• ITIL Training Birmingham
• ITIL Training Edinburgh
• ITIL Training Glasgow
• ITIL Training Kendal

Free Download

Introductory overview of ITIL v3, Click on picture to download

ITIL™ V2 Overview - £P.O.A

Course Duration - 1 Day

What will this course do for me?

Adopting a common terminology and a more consistent approach to Service Management enables organisations to increase productivity, save costs and improve customer service.

This one-day Overview introduces the key components of ITIL, the key considerations when implementing ITIL and the accredited examination structure.

Who is the course for?

Everyone who :

• Is working in any aspect of Service Management
• Needs a greater awareness and understanding of best practices in IT Service Management

Aim

To provide an overview of ITIL including all core components and key considerations for implementation.

What is Provided?

• Comprehensive course materials
• Paper and pens for notes
• Introductory overview of ITIL pocketbook

Topics covered

Introduction

• Aims and objectives
• Best practice guidance from the ISO20000 IT Service Management standard and ITIL

Case Studies

• Examples of improvements in productivity increases, cost savings and better customer service
• What happens without good processes, people and tools? - a practical realisation

Service Support

• The role of the Service Desk
• Managing incidents, service requests, changes and problems to resolution
• Importance of Configuration and Release Management

Service Delivery

• Service Level Agreements (SLAs) and contracts
• Managing availability and IT service continuity
• Financial Management
• Capacity Management

Relationship Management

• The role and relationships of the Business, Customer and Service Provider
• Managing the relationships
• Changing Culture

Service Improvement

• Setting Service Level targets
• Implementing effective processes and tools

Prerequisites

There are no formal requirements for the course, but at least one years experience of the IT industry is recommended.

Examination

This course does not have an examination available

The ITIL V2 Overview is available as a single organisation on-site course, please contact our account managers for pricing

• PDF course overview

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