ITIL Service Management Foundation Introduction ITIL Service Management Foundation

Course Objectives To introduce ITIL As Best Practice framework Introduction Course Objectives To introduce ITIL As Best Practice framework Terms, Definitions, Phrases Gain an understanding of the essential ITIL processes and how they relate to each other, in order to support and deliver a quality IT service

Course Content – Day 1 Introduction Introduction to IT Service Management Service Desk Configuration Management Incident Management Problem Management Change Management Release Management

Course Content – Day 2 Service Level Management Introduction Service Level Management Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management

ITIL Overview ITIL is a Best Practice Framework Introduction ITIL Overview ITIL is a Best Practice Framework Integrated into OGC and BSI guidance ITIL Philosophy – Scaleable Process driven approach Key Objective 1 Align IT services with the Current and Future needs of the business and its Customers Key Objective 2 To improve Quality of the services delivered Key Objective 3 Reduce long term Cost of service provision It is essential to recognise the dependence that most businesses have on ICT. Reduction in the TCO (Total Cost of Ownership) by reducing the overall management and Support cost. Develop Business models to maintain and Improve quality of service. 3 P’s Efficient and Effective use of People, Processes and Products.

ITIL - IT Infrastructure Library Introduction Mission Statement Business IT Alignment Strategy Service Delivery Tactics Planning What is our Vision? Our Mission? What are our Aims, Goals, Objectives? What is the best way of achieving our Goals? – Align business to goals Develop Infrastructure to achieve our Goals What do we need to do? Must have effective two way communication within and between each of the levels. Operations day-to-day Service Support

Introduction Management Introduction to Service The Service Desk Configuration Management Incident Management Problem Management Change Management Release Management