ITIL for executives

Course overview

This ITIL overview for executives provides a general outline of the ITIL Service Management disciplines, the business benefits, justification, and surrounding management issues.

Audience

• This course is ideal for 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.

Ways to save

Course Objectives

The ITIL Executive Overview seminar is an ideal tool for those managers who want to review the benefits of ITIL and get organizational buy-in. 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 (based on ITIL V2) (H1846S)

Course outline

• Introduction to service management
• The background and influence of ITIL
• The benefits and importance of Service Management
• Implementation issues
• Service improvement program
• Service level management
• The Service Level Management process
• Typical contents of SLAs
• Monitoring, reporting and reviewing
• Service desk/incident management
• Incident logging and management
• Help Desk options and procedures
• Incident classification and prioritization
• Problem management
• Incident, problem and known error control
• Trend identification
• Problem reduction
• Configuration management
• Basic principles and terminology
• The Configuration Management Database (CMDB)
• Data capture and audit
• Change management
• Centralized change control
• Change management processes
• Roles and responsibilities
• Release management
• The definitive software library
• Distribution and implementation
• Legal and licensing issues
• Availability management
• Availability, reliability, serviceability
• Maintainability, security
• Designing high availability
• IT service continuity management
• Risk management
• Business impact analysis
• Contingency options and the contingency plan
• Financial management for IT services
• Costing and charging options
• Cost centers
• Budgets and accounting
• Capacity management
• Capacity forecasting
• The capacity plan
• Elements of capacity management