Course Description

In recent times, unplanned system downtime is not caused by technology, but by people and process issues. It is vital that enterprises augment technology with skilled IT staff that are using best practice IT Service Management processes.

The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization’s strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.

Training Objectives

The objectives of the training will be to enable trainees:

• Identify the need for IT Service Management guidance to support the people/process/technology triad for all IT services
• Briefly discuss approaches to IT Service Management
• Introduce the Information Technology Infrastructure Library as an IT Service Management framework
• Describe and define the components of ITIL

The training will include a multi-round instructor-led operational simulation that brings key ITIL concepts to life, so that trainees can understand how their proper application can bring stability and predictability to IT Service delivery.

Target Audience

• IT managers and/or directors charged with reducing costs and improving availability.
• IT professionals who seek to improve the operation of their systems.
• IT service delivery managers responsible to the business for the performance of a solution or system