Objectives

3-day public or single organisation course

This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

• Our ITIL Service Management Essentials course based on the process model is still available as a classroom course or a fully interactive web-based course
• alternatively, we also offer a 2-day ITIL Fast Track course.!

Who Should Attend

This course is for IT Managers and Practitioners involved in the strategy, design, and implementation and on going delivery of business-used IT services and who require an insight into Service Management best practice.

Skills Gained

• Understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations.
• To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
• To prepare delegates for the ITIL Foundation Certificate in IT Service Management examination

Prerequisites

Delegates are required to meet the following prerequisites:

• None

Course Content

Introduction to Service Management

• The importance of Service Management
• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice

The Service Lifecycle

• The objectives and business value for each phase of the lifecycle
• The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:- Service Strategy- Service Design- Service Transition- Service Operation- Continual Service Improvement

Key Principles and models of ITSM

• The types of service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model

The Processes and Functions

• Define the characteristics of a process
• The objectives, business value, basic concepts, roles and interfaces of:- Service Portfolio Management- Service Level Management- Incident Management- Change Management