Overview
IT service management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centred on the customer’s perspective of IT’s contribution to the business. ITSM stands in deliberate contrast to technology-centred approaches to IT management and business interaction.
ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by thousands of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.
Approach
Using a workshop venue this course will cover the 5 disciplines comprising the ITIL IT Service framework:
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Improvement
The instruction is directed at preparing students to pass the Foundations ITIL Foundations Certification exam.
What You Will Learn
- Service Strategy: The Service Lifecycle focused on customer outcomes and the companion process elements that follow.
- Service Design: Guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes.
- Service Transition: Process activities for the transition of services in the operational business environment needed to manage change, risks, delivery mechanisms and the support of ongoing operational services.
- Service Operation: The control activities to achieve operational excellence on a day-to-day basis.
- Continual Service Improvement: Focusing on the process elements involved in identifying and introducing service management improvements, and the issues surrounding service retirement.
- Techniques for passing the Foundations Exam
Training Outcomes
This course is primarily targeted IT professionals.
WHAT PEOPLE ARE SAYING
SatiStar's Experience Makes The Difference!
Mike P. VP, Operations (railcar manufacturing and maintenance company). . . worked extremely well with the departmental and site managers . . . goal oriented and met the objectives set within the quoted budget and ensured the results were attained for the Company.