IT Service Management

Code

483

Start Date

2025-12-07

End Date

2025-12-11

City

Washington

Price

6950 $

Language

Participants

1-15

Hotel

Hotel Meeting Room

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INTRODUCTION
Organisations the world over are facing an increasing dependence on their IT services in order to survive. There is an expectation that the IT Services not only support the current business activities effectively and efficiently, but also provide new, innovative and dynamic responses to their ever changing business requirements. As a consequence, Service providers can no longer just focus their attention on technology they need to consider the quality and consistency of the services they provide and develop a true partnership with their customers.
One of the responses to this challenge is to consider using ITIL® (IT Infrastructure Library) Service Management best practice which has now become a world de facto standard and is widely adopted across all business sectors. Service Management is about understanding business priorities, identifying how/where IT investment should be made and assessing the correct approach to establishing appropriate control over the IT infrastructure and the services that underpin its success.

WHO SHOULD ATTEND?
The IT Service Management programme 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 the understanding. Delegates will receive a broad introduction to the topics covered within ITIL V3 which can also be used as preparation for undertaking the official ITIL V3 Foundation Certificate examination if required

PROGRAMME OBJECTIVES

To introduce delegates to IT Service Management (ITIL)
To gain an understanding of the ITIL processes and activities covered in the ITIL core guide
To understand the terminology and characteristics of good practice in ITIL
To prepare delegates to apply the knowledge in the workplace
To provide the foundation for further study

PROGRAMME OUTLINE
DAY 1

Introductions
Introduction to IT Service Management as a Practice
The Service Lifecycle and Basic Concepts
Service Strategy
Financial Management
Demand Management
Service Portfolio Management

DAY 2

Service Design
Service Level Management
Service Catalogue Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management

DAY 3

Service Transition
Change Management
Service Asset & Configuration Management
Release & Deployment Management
Knowledge Management
Service Operation
Operational Functions:
The Service Desk
Technical Management
Applications Management
Operations Management
Operations Control
Facilities Management

DAY 4

Service Operations continued
Operational Processes
Incident Management
Problem Management
Event Management
Access Management
Request Fulfilment Management

DAY 5

Continual Service Improvement
Technology, Tools and Architecture
Course administration
Course Closure

To view the training curriculum, please click here
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