The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for Information Technology Services Management (ITSM), Information Technology (IT) development and IT operations. It is the most well-known and widely-accepted approach to IT Service management, globally.
By providing a comprehensive framework for best practice, ITIL offers structure which can be used across all public and private sectors for IT Services Management. The ITIL course process offers detailed descriptions of a series of significant IT practices and processes, providing a list of checks, tasks and procedures that any IT organisation can tailor to its needs.
• Service Strategy: Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset. Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver. Decisions made with respect to Service Strategy have far-reaching consequences, including those with delayed effect.
• Service Design: Provides guidance on how to design, develop services and Service Management processes.Service Design covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Service Design guides organisations on how to develop design capabilities for Service Management.
• Service Transition: It provides guidance on the transition of new and changed services into live operations. It provides guidance on managing the complexity related to changes – preventing undesired consequences while allowing for innovation.
• Service Operation: Provides guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for money.Guidance is provided on maintaining stability, fixing problems, scheduling operations, controlling demand and optimising capacity utilisation while allowing for changes from both the reactive and proactive perspectives.
• Continual Service Improvement: Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset.Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver.
• Service Strategy: Provides instrumental guidance in creating and maintaining value for customers through better design, transition and operation of services. It combines principles, practices and methods from quality management, change management and capability improvement. Guidance is provided for linking improvement efforts and outcomes with service strategy, design, transition and operation.
By the end of this course – you will understand ITIL® and what it can do for Service Management. Understand how to implement ITIL®, maximize your benefits while minimising your risks and costs. Understand leadership’s role in the successful application of ITIL®. The course is in the format of a detailed, modular introduction to the concepts. It covers terms, definitions, benefits, objectives, and relationships within the IT service management lifecycle. This course is aimed at individuals who require a basic understanding of the ITIL® framework and wish to know how it may be used to enhance the quality of IT service management within an organisation, and IT professionals who are working with an organisation that has adopted and adapted ITIL® who need to be informed about and, therefore, contribute to an ongoing service improvement programme.
This is an intensive three-day course leading to delegates sitting the ITIL Foundation examination. The ITIL Foundation Certificate in IT Service Management is primarily aimed toward the following:
- Those who require a basic understanding of the ITIL framework;
- Those who need understanding of how ITIL can be used to enhance the quality of IT service management within an organization;
- IT professionals or others working within an organization that has adopted and adapted ITIL who need to be informed about, or contribute, to an ongoing service improvement programme.
However ITIL certification is open to any individuals who may have an interest in the subject.
3 Days
