| | An interactive ½ day course covering the processes and the management and organizational challenges involved in delivering and supporting IT Services to the international ‘best practice’ standards described in the IT Infrastructure Library (ITIL)® This course presents strategic, tactical and operational views of IT Service Management (ITSM) and provides an excellent and thought provoking opportunity for those present to discuss the processes, roles and functions of a modern IT services organization aiming to improve the quality of its services. The business, management, technical, organizational and operational issues of each of the IT Service Management processes are considered, in addition to planning for ‘best practice’ improvement strategies. By the end of the course, attendees should : - Know the major processes and functions involved in IT Service Management as described in v3 of the IT Infrastructure Library (ITIL).
- Understand how each of the ITIL processes helps to address the common IT Service Management problems.
- Recognize the key factors for successful implementation of IT Service Management .
- Discover the major pitfalls of implementing a Continuous Service Improvement Program - and learn how to avoid them.
- Be familiar with modern ITSM implementation models and the language of IT Service Management.
- Understand how best to raise awareness and gain support and commitment from their organization.
- Have sufficient knowledge to improve co-operation between their organization’s business developers, operational service providers and other internal and external IT professionals
- Have gained practical advice on implementing organizational change.
Prerequisites |
