ITIL Overview for Technicians

Aims and Objectives
Define the role of 'a technician' in a service and customer focused organisation.
Appreciate why technical expertise has to be complemented by other skills in order to provide customer satisfaction.
Understand why technicians need to be actively involved in Service Management.
Interpret the ITIL (Information Technology Infrastructure Library) and relate the ITIL framework approach to day to day Service Management.

Appreciate the ITIL processes that support technicians in their work

Understand why SLAs are important and why technicians need to be aware of them

Justify ITIL as the framework for effective Service Management

Target Audiences
This interactive one-day workshop is designed for people who work primarily in a technical role supporting IT services.

Prerequisites
None

Course Content
Module 1: Understanding what a technician does and why
Module 2: Introduction to Service Management ITIL
Module 3: How ITIL fits into a typical IT department
Module 4: Service Support
Module 5: Service Delivery
Module 6: Living with ITIL
Module 7: Conclusion