ITIL V3 Service Management awareness

Description:

Course overview

This 1-day course provides an introduction to IT Service Management and incorporates some “hands on” learning utilizing HP’s industry leading Race to Results Service Management Simulation. The Service Management Awareness Seminar provides a general overview of the IT Service Management (ITSM) lifecycle based on Version 3 of the IT Infrastructure Library (ITIL). Service Management disciplines, the benefits and justification. This course is ideal for staff who might be involved in the periphery of IT Service Management, or those who are new to the topic needing a broad, brief introduction and understanding of the benefits to be gained from implementing Service Management.

Prerequisites

• Basic IT knowledge would be helpful but not essential

Audience

• The seminar is suitable for relatively large numbers and might be used to engender an initial understanding of IT Service Management amongst groups of implementation or project staff
• The course may also be of value to managers wishing to obtain a broad, yet focused overview of IT Service Management

Benefits to you

• Gain a basic understanding and benefits of ITIL, IT Service Management to your business and IT organization
• Gain buy-in and support from all levels of staff via a highly interactive and exciting simulation
• Gain the necessary knowledge to make better decisions

Course outline

Course Introduction

Introduction to ITIL

Service Management as a Practice

Service Lifecycle stages

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Technology and Architecture

Learn ITSM concept via an exciting and interactive simulation

Conclusion

• Summary of lessons learned
• Where do I go from here?