ITIL Essentials

Aims and Objectives
Appreciate Service Management (SM) to a level sufficient for them to articulate the purpose and objectives of Service Management.
Aprpeciate the concepts and explore the processes of SM: a controlled and disciplined approach to the support and delivery of quality services.
Identify the benefits SM can bring to an organisation.
Understand the ITIL processes and procedures needed to deliver effective quality IT.
Identify the key elements of each of the eleven ITIL SM disciplines.
Appreciate the crucial role planning plays in delivering Quality IT services.
Appreciate how essential it is to monitor and measure in order to quantify successful Service Delivery.
Understand the crucial role SLAs play in ensuring both the customer and supplier understand an organisation's business and IT requirements.
Identify the ways ITIL Service Management can benefit your organisation.

Target Audiences
This course is an introduction for anyone wanting an introduction to ITIL and Service Management.

Prerequisites
None.

Course Content
Module 1: Introduction to ITIL
Module 2: ITIL vocabulary
Module 3: key terminology and processes
Module 4: Justifying ITIL in an organisation
Module 5: ITIL and Quality
Module 6: Planning for Service Management
Module 7: Service Level Management and SLAs
Module 8: Understanding and controlling IT resources
Module 9: Effective handling of incidents and problems
Module 10: Speedy restoration of services to customers
Module 11: Understanding the essential role of the Service Desk in delivering quality IT services that delight your customers
Module 12: Controlling changes in an organisation and delivering required benefits through a controlled release process
Module 13: Aligning IT capacity requirements to business needs
Module 14: Planning for high availability and IT Service Continuity
Module 15: Anticipating large and small service interruptions
Module 16: Understanding the financial issues inherent in providing quality IT services Practical advice on measuring service quality
Module 17: Setting objectives and communicating with customers
Module 18: Identify 'quick wins' for your organisation