ITIL Service Management Essentials Version 3 SMEV3

Global Knowledge UK

Course

In London and Wokingham

£ 795 + VAT

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Description

  • Duration

    3 Days

Understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations. -Successfully introduce an integrated IT Service Management framework based on the ITIL® best practice service lifecycle approach. -Be prepared for the ITIL® Foundation Certificate exam. Suitable for: This course is for IT Managers and Practitioners involved in the strategy, design, and implementation and on going delivery of business-used IT services and who require an insight into Service Management best practice.

Facilities

Location

Start date

London
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Old Broad Street

Start date

On request
Wokingham (Berkshire)
Mulberry Business Park, Fishponds Road, RG41 2GY

Start date

On request

Start date

On request

About this course

None

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Course programme

Introduction to Service Management
  • The importance of Service Management
  • Definition of a Service and Service Management
  • The need for a service culture
  • Service Management as a practice
The Service Lifecycle
  • The objectives and business value for each phase of the lifecycle
  • The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement
Key Principles and models of ITSM
  • The types of service provider
  • The five major aspects of Service Design
  • The service V model
  • The Continual Service Improvement model
The Processes and Functions
  • Define the characteristics of a process
  • The objectives, business value, basic concepts, roles and interfaces of:- Service Portfolio Management- Service Level Management- Incident Management- Change Management
  • The objectives and basic concepts of:- Demand Management- Financial Management- Service Catalogue Management- Availability Management- Capacity Management- Supplier Management- Information Security Management- IT Service Continuity Management- Service Asset and Configuration Management- Release and Deployment Management- Event Management- Problem Management- Request Fulfilment- Access Management- The 7 step improvement process
    • Explanation of the functions:- Service Desk, Application Management, Operations Management, Technical Management
    • Organisation structure and key roles- Using the RACI model
    • Technology and Architecture- Generic requirement for an integrated set of ITSM technology

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ITIL Service Management Essentials Version 3 SMEV3

£ 795 + VAT

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