ITIL® V2 Overview
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
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Our system lists no public dates for this course. (This could be because it is a online course or a bundle of several courses).
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