ITIL (IT Infrastructure Library) Essentials

Course Overview

This two-day instructor-led intensive course consists of formal lecturing, discussions, exercises and presentations.

Note: This course is designed as an introduction to ITIL and Service Management; it is NOT designed for those wishing to take the ISEB ITIL FOUNDATION examination. If you wish to take the examination you should attend the ITIL Foundation Course

Course Objectives:

Delegates will learn how to

• Appreciate the concepts and explore the processes of SM: a controlled and disciplined approach to the support and delivery of quality services.
• Identify the key elements of each of the eleven ITIL SM disciplines.
• Appreciate how essential it is to monitor and measure in order to quantify successful Service Delivery.
• Appreciate Service Management (SM) to a level sufficient for them to articulate the purpose and objectives of Service Management.
• Identify the benefits SM can bring to an organisation.
• Understand the ITIL processes and procedures needed to deliver effective, quality IT.
• Appreciate the crucial role planning plays in delivering Quality IT services.
• 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.

Course Content

• Introduction to ITIL
• ITIL vocabulary, key terminology and processes
• Justifying ITIL in an organisation
• ITIL and Quality
• Planning for Service Management
• Service Level Management and SLAs
• Understanding and controlling IT resources
• Effective handling of incidents and problems, speedy restoration of services to customers
• Understanding the essential role of the Service Desk in delivering quality IT services that delight your customers
• Controlling changes in an organisation and delivering required benefits through a controlled release process
• Aligning IT capacity requirements to business needs
• Planning for high availability and IT Service Continuity, anticipating large and small service interruptions
• Understanding the financial issues inherent in providing quality IT services
• Practical advice on measuring service quality, setting objectives and communicating with customers
• Identify ‘quick wins’ for your organisation