This ITIL Awareness course provides a general introduction to what is IT Service Management and how ITIL best practices can contribute to Business/IT alignment.
To increase awareness of the need for change in service provision and to give an introduction to the ITIL® Service Lifecycle. The course helps to remove barriers and conflict and helps staff to work together for the benefit of the core business.
The course is aimed at all levels and functions within the total IT service development and provision life cycle. It is also of value to customers/end users who need to interface with the IT department.
An element of customization is possible within the standard price. Additional value is obtained by a sponsoring manager opening and closing the course.
What is Service Management and why is it important to your business? What benefits can an organisation gain; what are the dangers of not implementing IT Service Management?
A brief description of the history of IT Service Management and its development and influence. Generic coverage of support tools and their importance is also covered.
An overview of the Five ITIL Lifecycle Stages and key Service Management processes and how they can aid the delivery of IT services which underpin and support core business objectives & outcomes.
How does the underlying culture add value to the services provided? What are the challenges in implementing a service culture and how might these be addressed?
Strategies available for implementing Service Management and how to chose the right one for your organisation. How to select Service Management ‘champions’. A brief look at types of implementation projects. Practical advice on implementing a Service Management culture covering planning, organisation structure, commitment, communication and reviews.
There is no examination for this course.
"Delivery options to suit your individual Learning requirements"