ITIL Service Management Foundation

Course Objectives
To introduce ITIL -- Terms, Definitions, Phrases -- As Best Practice 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 An overview of ITIL processes and how they relate to each other in order to support and deliver a quality IT service.

Slide 2

Course Content - Morning

Implementation

Configuration Management
Service Desk Incident Management Problem Management Change Management Release Management

Slide 3

Course Content - Afternoon

Service Level Management

Financial Management for IT Services

Capacity Management IT Service Continuity Management Availability Management

Slide 4

ITIL Overview
ITIL is a Best Practice Framework Integrated into OGC and BSI guidance 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 ITIL Philosophy Scaleable Process driven approach

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ITIL - IT Infrastructure Library

Mission Statement

Business IT Alignment

Strategy

Tactics Planning

Service Delivery

Service Support

Operations day-to-day

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

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