The Office of the Government Commerce, UK (OGC - the official owner of ITIL®) commissioned a program to review the IT Service Management best practice framework. The publications, referred to as ITIL® V2, provide guidance for managing information technology and systems activities. The result of the review was the launch of five core books in May 2007, referred to as ITIL® V3, for Service Management.
The main focus of this intensive 1-day ITIL® V3 Executive Awareness course is to provide a high level overview of the contents and benefits of the ITIL® V3 framework. We will cover how and why activities are grouped, recommendations for organization and managing organizational change, specific recommendations focused on problem areas in your organization, and development of business case to support an ITIL® implementation program. The program can also be delivered in less than one day to suit your specific needs.
LEARNING OBJECTIVES
Candidates will gain awareness of IT Service Management as described in the ITIL® Service Strategy, ITIL® Service Design, ITIL® Service Transition, ITIL® Service Operation, ITIL® Continual Service Improvement, publications. A basic ITIL® vocabulary will be established and participants will leave the course with sufficient information to proceed to investigate the benefits of ITIL® within their own organization.
WHO SHOULD ATTEND
The ITIL® V3 Executive Awareness is appropriate for individuals who are:
- Are Chief Information Officers, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners.
- Are interested in learning more about ITIL and specifically how it may benefit their organization.
PREREQUISITE
There is no prerequisite for this course. It functions as a stand-alone course.
MATERIALS
You will receive a course binder containing copies of presentation slides, case studies, exercises, and suggested solutions.
Service Management as a Practice
- ITIL® Terminology
- The Service Lifecycle including Processes
- Technology and Architecture
- Implementation Considerations
- Complementary Industry Guidance
- The 7 step improvement process
- Methods and Techniques
- Organizing for Continual Improvement
- Identifying Needs
- Matching Needs to Process Solutions
- Where to Start
- The Business Case
- Objective Evidence
Wrap-up and Next Steps
This course is only available as an in-house course.
BRING THIS COURSE IN-HOUSE
Call us at 416-693-5559 or 1-800-261-6861 (Canada & USA) or send us an email at info@procept.com
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