Introduction to ITIL

Objectives:

  • introduce delegates to IT Service Management (ITIL)
  • gain an understanding of the ITIL processes and their relationships
  • understand the terminology and characteristics of good practice
  • prepare delegates to apply the knowledge in the workplace
  • provide the foundation for further study

WHO SHOULD ATTEND

The Introduction to ITIL event is aimed at all levels of staff. There are no prerequisites for this event although an awareness of IT issues and technologies will help with understanding. Delegates will receive a broad introduction to the topics covered within ITIL which can also be used as preparation for undertaking further examination based courses such as the ITIL Foundation Certificate.

 

 Outline

 

  • Welcome/Introductions
  • Introduction to IT Service Management as a Practice
  • The Service Lifecycle and Basic Concepts
  • Service Strategy
    • Financial Management
    • Demand Management
    • Service Portfolio Management
  • Review of Day 1
  • Service Design
    • Service Level Management
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier Management
  • Review of Day 2
  • Service Transition
    • Change Management
    • Service Asset & Configuration Management
    • Release & Deployment Management
    • Knowledge Management
  • Service Operation Day 3
  • Operational Functions:
    • The Service Desk
    • Technical Management
    • Applications Management
    • Operations Management
      • Operations Control
      • Facilities Management
  • Review of Day 4
  • Service Operations continued
  • Operational Processes
    • Incident Management
    • Problem Management
    • Event Management
    • Access Management
    • Request Fulfillment Management
  • Review Day 5
  • Continual Service Improvement
  • Technology, Tools and Architecture
  • Course administration
  • Course Closure

Certificates

A Certificate of Completion will be issued to those who attend & successfully complete the programme.

Schedule

  08:30 – 10:15 First Session

 10:15 – 10:30 Coffee Break

10:30 – 12:15 Second Session

 12:15 – 12:30 Coffee Break

12:30 – 14:00 Third Session

 14:00 – 15:00 Lunch

 Fees

 The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is: