This half-day Service Management Executive Overview provides business managers with an overview of ITIL and ISO/IEC 20000 and discusses issues relating to the planning and implementation of Service Management.
ITIL, the Information Technology Infrastructure Library, is the most widely accepted IT-process management framework in the world. It has been accepted as the de facto standard for managing IT organisations.
ITIL describes the processes required for managing an IT infrastructure efficiently and effectively in order to guarantee the service levels agreed upon by the IT organisation and its customers.
Participants will develop a high level understanding of the ITIL process model and how the processes interrelate.
SERVICE SUPPORT • Service Desk • Incident Management • Problem Management • Configuration Management • Change Management • Release Management
SERVICE DELIVERY • Service Level Management • IT Service Continuity Management • Financial Management for IT Services • Availability Management • Capacity Management
BENEFITS Using the ITIL framework in an IT organisation provides the following benefits:
• Establishment of common terminology • Consistency in the delivery of services • Understanding of the business dependencies which influence IT service delivery • A business understanding within the IT organisation
The ITIL Executive course is a senior level overview of the IT Infrastructure Library specifically focused on the benefits and paths to success. Designed for IT executives, managers and project managers this course focuses on how ITIL delivers strategic benefits to the entire business enterprise via more aligned, efficient and effective IT.
