Course objectives:

• Understand how the ITIL guiding principles can help an organization adopt and adapt service management
• Understand the four dimensions of service management
• Understand the purpose and components of the ITIL service value system
• Understand the activities of the service value chain, and how they interconnect
• Know the purpose and key terms of 18 ITIL practices
• Understand 7 ITIL practices

• Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation.
• IT professionals that are working within an organisation that has adopted and adaptedITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme.
• Anyone who is looking to upgrade their ITIL v3 certification and knowledge.

• What ITIL is and what it is not. Who is the owner and other general information.
• What are the drivers for better IT Management, useful guidance and what are best practices.
• Definition of Service, Service Management and IT Service Management.
• Functions, Roles and Processes.

• General Management Practices: Continual Improvement
• General Management Practices: Information Security Management
• General Management Practices: Relationship Management
• General Management Practices: Supplier Management
• Service Management Practices: Availability Management
• Service Management Practices: Capacity and Performance Management
• Service Management Practices: Change Control
• Service Management Practices: Incident Management
• Service Management Practices: IT Asset Management
• Service Management Practices: Monitoring and Event Management
• Service Management Practices: Problem Management
• Service Management Practices: Release Management
• Service Management Practices: Service Configuraion Management
• Service Management Practices: Service Continuity Management
• Service Management Practices: Service Desk
• Service Management Practices: Service Level Management
• Service Management Practices: Service Request Management
• Technical Management Practices: Deployment Management