£1,590.00 Plus VAT
Wherever there is a customer and a provider, there is a need for service management. With an IT-related service, the Information Technology Infrastructure Library (ITIL) provides a best practice guide to delivering IT services & IT service management. With current pressures on IT budgets and staffing levels, it is essential that the best possible service can be provided which in turn will improve customer satisfaction and retention.
How to Book
If you are interested in booking this course, then please select an available date and then click book now to complete the booking.
Who Should Attend
This course is a practical workshop, based on the Service Management de facto standard ITIL (IT Infrastructure Library) for IT staff of all levels who are involved in the delivery or support of IT services. The workshop fully prepares participants for the ISEB Foundation Certificate in Service Management.
Articulate the purpose and objectives of Service Management.
Appreciate the concepts and processes of Service Management: a controlled and disciplined approach to the support and delivery of quality services.
Identify the costs, benefits and problems of introducing and running Service Management.
Identify the key elements of the eleven ITIL Service Management disciplines.
Appreciate the crucial role planning plays in delivering Quality IT services
Appreciate the crucial role SLAs play in ensuring both the customer and IT supplier understand an organisation’s business and IT requirements.
Appreciate the ITIL processes and procedures needed to deliver effective, quality IT.
Monitor and measure in order to quantify successful Service Delivery.
Introduction to and reasons for ITIL
ITIL vocabulary, key terminology and processes
Inter-dependencies of the ITIL modules
Justifying ITIL in an organisation
ITIL and Quality
Planning for Service Management
Service Level Management and SLAs
Understanding, identifying and controlling IT resources
Effective handling of incidents and problems, speedy restoration of services and resolution of problems
Understanding the essential role of the Service Desk in delivering quality IT services that delight your customers
Controlling changes in an organisation and delivering required benefits through controlled release processes
Capacity planning for IT resources
Planning for high availability and IT Service Continuity, anticipating large and small service interruptions
Understanding the financial issues inherent in providing quality IT services
Improved Management reporting as a result of disciplined data collection
Examination practice, technique, hints & tips
Note: All ITIL courses are offered by Datrix Learning Services Ltd Affiliate of AXELOS Limited.