ITIL overview
Duration 1 day
Team IT Professional Development

ITIL is the most widely-adopted framework for IT Service Management in the world. It presents best-practice and concepts for the identification, planning, delivery and support of IT services. We are continuing to develop our core support processes with reference to the ITIL framework. This means that all IT staff should be basically familiar with ITIL principles and terminology so that we share a common understanding of what we are trying to achieve. 

The course introduces the current version of ITIL, Version 3 (V3), and aims:

  • To set out the need for IT Service Management, its components and the benefits that can accrue from its implementation.
  • To understand the impact IT Service Management can make in changing towards a 'service culture'.
  • To ensure that all staff acquire a basic understanding of key ITIL terminology, processes and functions early in their appointment to IT Services in order that they understand something about the ‘why’ and ‘how’ of ITIL implementation in IT Services.

Pre-Requisites None.
For / Special Requirements All staff in IT Services who have not already attended an ITIL course (1-day Overview or 3-day Foundation) should attend this course.
Objectives Specifically, the course will cover:

  •  Overview of Service Management
  •  Why use/follow processes and the principles in following process and behaviour with customers/user?
  •  Overview of the Service Lifecycle – high-level
  •  Site-customised introduction to the following processes/functions:
  •  The Overall IT Function and how it does/will work
  •  The Service Desk
  •  Incident Management
  •  Problem Management
  •  Access Management
  •  Request Fulfilment
  •  Change Management
  •  Service Level Management
  •  Service Catalogue Management
  •  Continual Service Improvement principles and activities

Further information The course has been arranged by the Professional Development Group and there is no charge, but please check with your line manager before booking. 
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