ITIL Service Management awareness

Course overview

This course provides a brief yet concise and exciting introduction to IT Service Management and ITIL.

The Service Management awareness seminar provides a general overview of the ITIL Service Management disciplines, the benefits and justification. This course is ideal for staff who might be involved in the periphery of IT Service Management, or those who are new to the topic needing a broad, brief introduction. It can also be used to help build a common knowledge base and vocabulary for teams beginning to focus on ITIL/IT Service Management. This 1-day course includes an introduction (2 rounds) to the HP High Performance ITSM Simulation or optionally can go into more depth in any of the ITIL processes.

Audience

• The seminar is suitable for relatively large numbers and might be used to engender an initial understanding of IT Service Management amongst groups of implementation or project staff.
• The course may also be of value to managers wishing to obtain a broad, yet focused overview of IT Service Management.

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