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ITIL® Awareness

Course Overview

ITIL® v3 Awareness workshop provides a high level overview of IT Service Management and IT Service Management Best Practices based on ITIL® version 3 (v3). Participants will learn principles, core elements and benefits of the Service Lifecycle approach.

Who Should Attend

All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization. Application managers, project managers and business managers involved in IT.

Course Objectives

At completion of this course, students will: - Gain a basic understanding of the main processes, relationships, benefits and challenges of ITIL® v3 - Gain insight into the holistic Service Lifecycle approach that forms the core of ITIL® v3 - Understand how these processes contribute to making an IT organization manageable

Course Outline

1 - Introduction

  • What is ITIL?
  • Core Volumes of ITIL
  • The Concept of Best Practice
  • What is Service Management?
  • Service as a Concept
  • Types of Service
  • Processes, Functions and Roles
  • Service Management Personnel

2 - The ITIL Service Lifecycle – Service Strategy

  • Purpose and Objectives of Service Strategy
  • Creating Value
  • Service Utility and Warranty
  • Assets
  • Service Assets and Value Creation
  • Service Provider types

3 - The ITIL Service Lifecycle – Service Design

  • Purposes and objectives of Service Design
  • Value to the Organization
  • The five aspects of Design
  • The Four P’s of Service Management
  • The RACI Matrix
  • The Service Design Package

4 - The ITIL Service Lifecycle – Service Transition

  • Purpose and Objectives of Service Transition
  • Value to the Organization
  • Transition Principles
  • Service Knowledge Management System

5 - The ITIL Service Lifecycle – Service Transition

  • Purpose and Objectives of Service Operation
  • Value to the Organization
  • Focus on Communication
  • Functions and their Overlaps

6 - The ITIL Service Lifecycle – Continual Service Improvement

  • Purpose and Objectives of Continual Service Improvement
  • The value to the Organization
  • The Continual Service Improvement Model

7 - Technology

  • How can Technology help?
  • Service Automation
  • Generic System Requirements
  • Generic Tool Considerations

Enroll Today

This is a 1-day class

Price: $665.00
Payment Options

ILT Instructor‑Led Training

OLL Online LIVE

GTR  Guaranteed to Run

Class times are listed Eastern time. This class is available for Private Group Training

To sort by location or date, click the ‘When’ and ‘Where’ column headings.

Cart When Time   Where How
09/03/2019 9:00AM - 5:00PM GTR Online LIVE OLL
10/21/2019 9:00AM - 5:00PM GTR Online LIVE OLL
12/18/2019 9:00AM - 5:00PM GTR Online LIVE OLL

Class times are listed Eastern time
This class is available for Private Group Training