Successfully managing IT services requires a set of integrated processes and tools. Some of these are already in place in your organization to some extent, but they need to be identified and formalized. This course helps you to identify the necessary processes and tools and gives guidance on where to go next. The ITIL Service Management model is the international de facto standard for IT Operations Management. This certification course covers the essentials of IT Service Management theory covered in the Infrastructure Library (ITIL). It is a detailed overview of the major processes used to manage operational IT services.
What You Will Learn:
This course will enable you to:
- Get an overall understanding of the ITIL Service Management model
- Learn how to implement an ITIL program in your organization
- Achieve the Foundation Certificate in IT Service Management
- Tap your organization’s current situation to best practice
You will also be presented with a detailed overview of the core ITIL processes:
- Service Level Management
- Capacity Management
- Financial Management
- Availability Management
- Service Continuity Management
- Configuration Management
- Change Management
- Release Management
- Incident Management
- Problem Management
- Service Desk
Who Should Attend?
- IT Managers who need a good overview of the ITIL framework
- IT staff working in an organization that uses ITIL
- Anybody needing Foundation Certification to progress to higher level ITIL training
Presenter: David Cannon, ManageOne
David Cannon is a Master Certified instructor and a founding board member of the ITSMF International. He has 10 years experience training and consulting in IT Service Management around the world.
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