Overview ICT Services that meet business, customer and user demands are Information Technology Infrastructure Library (ITIL) best practices for information and communication technology(ICT) Service management. The ITIL provides businesses with acustomizable framework of best practicesto achieve quality service and overcome difficulties associated with the growth of IT systems. ITIL has become a worldwide adopted framework for Information Technology Service Management (ITSM) within manypublic and private organizations. ITIL, the basis of BS1500 the British standard for IT service management has strong relationship with Quality systems such as ISO9000-2000 and a total quality framework such as European Foundation for Quality Management (EFQM) in Europe or (MBNQA) in North America. ITIL supports these quality systems byproviding defined processes and best practice for the management of IT Services, enabling a fast track towards their Quality certifications.
Your ICT organization is a Service Based one andthere are numerous providers of high quality Service Management Software. Service Management Software is extremely convenientto use and your organization may wonder how it got along without it once it has begun to use it. Through this training program a real time differentlevels of Service Management Software Systems will be demonstrated.
Pre-Requisites
Next Course Dates
Dates available on request. Please contact us
More Information
This program is for everyone who isworking in any aspect of ICT Service Management who:
- Is implementing or refining one or more of ITIL Service Management (IT Service Support and Service Delivery) ; based processes, in an IT environment
- Intends to obtain the ITIL foundation certificates in IT Service Management
- Any one involved in themanagement of day-to-day practice of ICT Service Management
- ICT Management in modern organizations targeting IT/Business Alignment and total quality approach for ITSM
- ICT Management looks to improve quality service, focused continuity in ICT services provision, moremotivated responsible staff, enhanced customer satisfaction, security improvement, accuracy, speed, cost justifiable service, integrated centralized processes quality and availability.
ITIL provides systematic and professional approachto the management of IT services provision. Adopting its guidance will enable you to:
- Learn to move the reactive relationship between IT and users to a proactive relationship
- Improve IT Services through the use of proven best practice processes
- Improve productivity through utilized skills and experience
- Improve delivery of third party services through the specification of ITIL as the standard for service delivery in service procurements
- Learn ITSM concepts via a fun and interactive simulation
- Real-Time Service Management: Gain Competitive Advantage with Support Automation.
- Learn from previous experience.
- How to define demonstrable performance indicators
- How to improve ROI of IT.
Day 1:
- Introduction to ITSM/ITIL Configuration process Management Incident process Management Service Desk function Management
Day 2
- Problem process Management Change processManagement Release process Management
Day 3
- Service Level Management Availability Management Capacity Management IT Service Continuity Management
Day 4
- Security Management Financial Management Service Management Software tools Planning for the Implementation of Service Management Wrap Up/ Review of Sample Exam Exam Preparation Module Program Duration The 4-day course is 50 percent lecture, 20 percent interactive case studies and 30 percent life software implementation scenario. The ITIL Foundations Certification Exam is administered at the end of the course. Taking the exam is optional. Program Material • Program slide presentation • Summary of ITIL text notes ITIL guidance has been used in a wide range of organizations, including local and central Governments, energy, public utilities, retail, finance and manufacturing industry e.g. IBM, Hewlett Packard, Microsoft, Shell Oil, Procter and Gamble and British airways and many more.