ITIL Overview Awareness

Course Description

I. Service Management as a Practice

a. Complimentary Industry Standards

b. What is IT Service Management

II. The ITIL Lifecycle

a. Phase Objectives

b. Key Elements to Each Phase

c. Business Benefits

III. Service Strategy

a. Detailed Objectives

b. Key Processes (Financial, Demand Management, etc.)

IV. Service Design

a. Detailed Objectives

b. Key Processes (SLM, Catalogue, Availability, Capacity and IT Service Continuity Management)

c. Key Terms and Definitions

V. Group Exercise

a. Evaluation of Topics Covered and How to Apply to Them to Your Organization

VI. Service Transition

a. Detailed Objectives

b. Key Processes (Change, Release and Configuration Management)

c. Business Value

VII. Service Operations

a. Detailed Objectives

b. Key Processes (Event, Request Fulfillment, Incident, Problem Management)

c. Key Functions (Service Desk, Technical and Application Management)

d. Business Value

VIII. Continual Service Improvement

a. Detailed Objects

b. Business Value

X. Group Exercise
a. Evaluation of Topics Covered and How to Apply to Them to Your Organization