ITIL Service Management Foundation

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ITIL Service Management Foundation
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Course Objectives

• To introduce ITIL -- Terms, Definitions, Phrases
  -- As Best Practice
• Gain an understanding of the essential ITIL
  processes and how they relate to each other, in
  order to support and deliver a quality IT service
• An overview of ITIL processes and how they relate
  to each other in order to support and deliver a
  quality IT service.

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Course Content - Morning

• Implementation
• Configuration Management
• Service Desk
• Incident Management
• Problem Management
• Change Management
• Release Management

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Course Content - Afternoon

• Service Level Management
• Financial Management for IT Services
• Capacity Management
• IT Service Continuity Management
• Availability Management

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ITIL Overview

• ITIL is a Best Practice Framework
• Integrated into OGC and BSI guidance
• Key Objective 1
• Align IT services with the Current and Future
  needs of the business and its Customers
• Key Objective 2
• To improve Quality of the services delivered
• Key Objective 3
• Reduce long term Cost of service provision
• ITIL Philosophy Scaleable Process driven
  approach

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ITIL - IT Infrastructure Library
Mission Statement
Business IT Alignment
Strategy
Service Delivery
Tactics Planning
Operations day-to-day
Service Support
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Introduction to Service ManagementThe Service
DeskConfiguration ManagementIncident
ManagementProblem ManagementChange
ManagementRelease Management