* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
This course represents a source of good practice in service management. ITIL (Information Technology Infrastructure Library) is used by organizations worldwide, to establish and improve capabilities in service management. In this exciting and dynamic course, participants will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, they will learn the core disciplines of ITIL best practices.
What Do Participants Learn?
Gaining an understanding of the ITIL service lifecycle and its key components
Identifying opportunities to develop IT processes using ITIL guidelines
Being able to interact with IT teams using ITIL terminology and concepts
Exploring IT service management processes
Recognizing the importance of IT and business integration
Who Should Attend?
IT Support Staff
Any member of an IT team involved in the delivery of IT Services
What Will the Learning Experience Include?
Comprehensive pre-program activities include:
Web-based information forms & surveys completed by attendee.
Direct consultation with the attendee about the expectations.
During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
Participants learn from expert trainers who have both academic and business experiences.
Highly applicable training content & instructive activities for adding depth to training topics.
**A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Explore & Practice
Apply & sustain the learning experience by using this ongoing support:
To ensure participant has new skills or behavior progress.
Optional, fee-based mentoring & coaching with the trainer.
Training materials & additional documents (e-books, pdf files, presentations and articles)
Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
Service management as a practice
IT services and what they really do
How IT services deliver value to customers
Value and importance of IT service management
Ease ITIL adoption
ITIL qualification scheme, bodies, and certifications
The V3 Service Lifecycle
Key Principles and Models
Technology and Architecture
ITIL Qualification Scheme
Design, develop and implement service management
Service management as a strategic asset
Setting objectives and expectations
Identify and select prioritization opportunities
Design and develop services
Design principles and methods
Convert strategy into services
Develop and improve capabilities
Improved methods for transitioning new and changed services into operation
Manage the complexity related to changes
Prevent undesired results while enabling innovation
Effectively and efficiently deliver support services
Ensure value to customer and service provider
Maintain stability while allowing for change
Organize to improve IT support to customer
Continual Service Improvement
Create and maintain value for customers
Importance of better design, introduction, and operation of services
Improving service quality, business continuity, and IT efficiency
Link improvement efforts to strategy, design, and transition