Course Overview
In this exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you’ll learn the core disciplines of ITIL best practices. Upon completing this course, you’ll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.
ITIL covers five core disciplines:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value and ROI and enabling IT to solve specific operational needs.
What You’ll Learn
Key concepts of ITIL
Important principles for improving IT operations
Vital processes and functions
Practical guidance for applying ITIL to everyday IT situations
How to align with business, control costs, and improve IT service quality
Strategies to balance IT resources
Outline
-
Service Management Defined
IT services and what they really do
How IT services deliver value to customers
Value and importance of IT service management -
ITIL Introduction
Good practices
Ease ITIL adoption
ITIL qualification scheme, bodies, and certifications -
Service Strategy
Design, develop, and implement service management
Service management as a strategic asset
Setting objectives and expectations
Identify and select prioritization opportunities -
Service Design
Design and develop services
Develop processes
Design principles and methods
Convert strategy into services -
Service Transition
Develop and improve capabilities
Improved methods for transitioning new and changed services into operation
Manage the complexity related to changes
Prevent undesired results while enabling innovation -
Service Operation
Effectively and efficiently deliver support services
Ensure value to customer and service provider
Maintain stability while allowing for change
Organize to improve IT support to customers -
Continual Service Improvement
Create and maintain value for customers
Importance of better design, introduction, and operation of services
Improving service quality, business continuity, and IT efficiency
Link improvement efforts to strategy, design, and transition
VENUE
Computer Learning Centre -Kenya
DATES
14TH JUNE -16TH JUNE 2017
PRICE
$250 FOR Training only
$250 for exams
lunch and all refreshments will served at no cost.
MORE INFO contact
EMAIL:caroline.mutembei@clclearningafrica.com
SKYPE:caroline.mutembei