Training Course Description “Be prepared, luck is where preparation meets opportunity.” Randy Pausch
IT Service Management is a strategic approach to designing, delivering, managing and improving the way information technology (IT) is used within an organization. The goal of IT Service Management is to ensure that the right processes, people and technology are in place so that the organization can meet its business goals. This training programme offers participants a general awareness of the key elements, concepts and terminology used in the Information Technology Infrastructure Library (ITIL) Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices.
Target Audience: CIO/IT Directors, IT Managers, IT Service Delivery Managers, Application Managers, IT Support Managers, Database and Infrastructure Managers, IT/IS Consultants, System Developers, Project and Business Managers, IT/IS Auditors, System/Database Administrators, Support Staff, Practitioners, any member of an IT team involved in the delivery of IT Services, and staff interfacing with the IT/IS function.
Learning Objectives At the end of this course, the participants will be able to: o Identify the principles and concepts of IT Service Management based on ITIL. o Identify the best practices of implementing ITIL in an organization. o Define the terminology used in ITIL o Identify the concepts and definitions used in the Service Lifecycle. o Define Service Strategy concepts o Define Service Design concepts o Define Service Operations concepts o Define Service Transition concepts o Define Continual Service Improvement concepts o Define the roles, processes, and components within key areas of IT Service Management based on ITIL o Prepare the student to take the ITIL Foundation Certification exam