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Course number HF411S
Length 4 hours
Delivery method Remotely assisted instructional learning ( RAIL)
Instructor-led training ( ILT)
Onsite dedicated training ( OST)
Price USD $199
CND $219

Course overview

This half-day course provides an executive overview of IT service management. The course gives a general overview of the ITSM lifecycle based the 2011 Edition of the IT Infrastructure Library (ITIL®) and goes on to discuss the benefits of service management and surrounding management issues.


Prerequisites

  • Basic IT knowledge would be helpful but not essential

Audience

This course is designed to be adaptable to fulfill the needs of two audiences:

  • IT Executives, Senior IT Managers or Sales Executives who need to have a broad yet focused understanding of ITIL® service management, but who do not have the time to devote to longer training sessions
  • Executives, Senior IT Managers, other IT employees, or involved personnel whose organization is in the process of implementing ITIL® and need a broad understanding of the processes, terminology and concepts of ITIL®, but who do not have the time or need to devote to longer training sessions

Ways to save


Course objectives

The ITIL® Executive Overview seminar is an ideal tool for those who want to review the benefits of ITIL® and get organizational buy-in or understand the basic concepts and terminology during an ongoing implementation. As a result of the seminar participants should be able to:

  • Understand how Service Management can facilitate the alignment of IT process to business objectives
  • Understand the ITIL® Service Management model sufficiently to be able to discuss how it fits or could be adapted to their organization
  • Make high-level go/no-go decisions
  • Discuss options for next steps

Next steps

  • ITIL® Foundation for IT Service Management (HF421S)

Benefits to you

  • Gain a basic understanding and benefits of ITIL Service Management in only half a day
  • Gain support from all levels of management
  • Gain the necessary knowledge to make better decisions

Course outline

Introduction to ITIL®

Service Management as a Practice

Service Lifecycle stages

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Technology and Architecture

Conclusion

  • Where do we go from here?
  • Hurdles and final thoughts

HF411S - B.01

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