Description

This short-day course is designed for all levels of IT staff requiring an introductory overview to IT Service Management.
It provides a ‘taster’ to Service Management, a topic that could change your life, as more than one exponent has said!.

Demand for this course is high consequently availability is restricted to two attendees per organisation per course date.

Cancellations giving less than 14 days notice will incur a £95 cancellation charge. 

Please note: this overview is based on the latest version of ITIL®  (v3). If you wish to know more about the differences between ITIL v2 and v3 specifically you should book on our  ITIL-v3-differences-overview

On completion, delegates will understand the need for Service Management, its components and the benefits that can accrue from its implementation. If you are considering undertaking a service improvement program within your organization, or you have heard of ITIL and are not quite sure what it is all about, then this half-day overview is an excellent insight. This overview will help you understand the impact Service Management can make within your organisation especially in changing towards a ‘service culture’. It will explore the need for and the primary benefits of each of the eleven disciplines that comprise Service Management. The important areas of planning, implementation and management of the Service Management modules will also be discussed. 

Sorry, but we will not accept bookings from private email addresses.

Structure

Classroom sessions will be delivered using a number of techniques:

• Formal lecturing.
• Group discussions.
• Question answer sessions.

Pre-Requisites

There are no pre-requisites for attending this course.

Topics

What is Service Management?
 

Introduction.

• The definition
• The origins
• The need
• The core principles
• The terminology
• Managing IT services.
 

On successful completion of the course delegates will be able to understand:

• Service Management as a practice
• The Service lifecycle
• Key principles and Models related to Service Management
• Be aware of:

o Key Concepts
o Key Processes
o Key Roles
o Key Functions.
o Associated Technology and Architecture
o Elements of the Service Lifecycle & core processes and principles.

Planning for Service Management.

• Before you start
• Planning phases
• Implementation options
• Post Implementation Review
• Auditing and Compliance
• Continuous Service Improvement
• The ITIL® Qualification scheme
 

Follow-up Training

ITILv3-FC  IT Service Management Foundation Course

This course provides an insight into the Service Management disciplines.

It is only a flavour of the impact and the detail of the processes and functions that form the framework of IT Service management.

More detailed courses related to specific disciplines are available and are accredited by the ISEB so lead to industry recognized qualifications for the participants.
 

The following dates are available for this course:

Heywood (Manchester)

• 03 September 2010
• 17 September 2010
• 08 October 2010
• 29 October 2010
• 19 November 2010
• 29 November 2010
• 10 December 2010
• 21 January 2011
• 07 February 2011
• 28 February 2011
• 07 March 2011
• 28 March 2011
• 18 April 2011
• 06 May 2011
• 20 May 2011
• 10 June 2011

Maidenhead

• 17 September 2010
• 14 October 2010
• 15 November 2010
• 13 December 2010
• 07 January 2011
• 04 February 2011
• 11 March 2011
• 20 May 2011
• 17 June 2011