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IT Service Management Overview

Duration : 1 day

This one day event presents a general overview of the ITIL® Service Management disciplines, the benefits and justification. It provides an introduction to the subject material for those requiring a broad awareness of the key ITIL terminology and process models.

This overview is suitable for all staff involved in the delivery, or use, of IT services – whether from an IT or non-IT background.

1 Objectives

Attendance on this workshop will enable delegates to:

• List the high level benefits of an ITIL based approach to Service Management
• Describe in outline the key ITIL processes, roles and responsibilities
• Recognise and confidently use key terms from a standard IT Service Management lexicon

2 Format

The format of the event is designed to present the information in memorable, manageable segments, with opportunity throughout for delegates to test their understanding and raise and discuss issues of particular concern.
Each delegate will receive a full set of course materials.

3 Content

Introduction to Service Management

• The place and case for ITIL (IT Infrastructure Library)
• The structure and content of ITIL

Incident and Problem Management and the Role of the Service Desk

• The Incident lifecycle
• How Problems are identified
• Role and responsibilities of the Service Desk
  

Managing Changes

• The role of Configuration Management
• The Request For Change Process
• Baselining, releases and rollouts

Service Level Management

• Monitoring, reporting and reviewing
• The Service Level Agreement

Service Level Planning

• Service Availability and Reliability planning
• Capacity Management activities
• The Capacity Plan and other outputs
• Main stages of IT Service Continuity Management
• Budgeting, Costing, Accounting and Charging

Implementing Service Management

• The benefits and pitfalls
• Timing and culture

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