Information Technology Infrastructure Library (ITIL)

About the Course

Effective service management is crucial for organisations aiming to satisfy the growing expectations of customers and stakeholders. By implementing robust service management practices, companies can ensure timely and efficient delivery of services, leading to enhanced customer satisfaction and loyalty. It enables organisations to identify and address issues proactively, reducing downtime and minimising disruptions to operations. A strong service management framework positions organisations to adapt to changing market conditions and continuously improve their service offerings, fostering long-term success.

As organisations rely heavily on technology to drive their operations, the importance of a structured approach to IT service management cannot be overstated. ITIL offers a standardised methodology that helps organisations streamline their processes, enhance service delivery, and foster a culture of continuous improvement. This 5-day comprehensive Information Technology Infrastructure Library (ITIL) training course provides a framework that enables businesses to align their IT services with organisational goals, improve efficiency, and deliver exceptional value. It is designed to equip delegates with the knowledge and skills to implement ITIL best practices and enhance their understanding of service management principles. It will explore the key concepts and components of the ITIL framework, enabling delegates to develop a solid foundation in IT service management and apply these principles effectively in their roles.

By participating in this training program, delegates will gain insights into the ITIL service lifecycle and learn how to develop strategies that promote service excellence and optimise resource utilisation. It empowers delegates to navigate the complexities of service management and enhance their decision-making capabilities. Ultimately, it aims to cultivate a new generation of IT professionals who can leverage ITIL practices to drive organisational success and foster a proactive approach to service management.

Core Objectives

By the end of the training course, delegates will be able to:

• Remember key concepts and terminology associated with the ITIL framework and its importance in IT service management
• Explain the ITIL service lifecycle and the roles and responsibilities of individuals within an ITIL framework
• Demonstrate the ability to develop service strategies and assess market demand for IT services effectively
• Evaluate the processes involved in service design, transition, and operation, identifying areas for improvement
• Assess the effectiveness of incident management and problem management processes and propose enhancements
• Design a service improvement plan that incorporates best practices from the ITIL framework to enhance overall service delivery
• Integrate knowledge from various ITIL modules to formulate comprehensive strategies for continual service improvement within an organisation

Training Approach

This training course combines interactive lectures, group discussions, and hands-on exercises to enhance learning and engagement. Delegates will work through real-world scenarios and case studies, applying ITIL concepts and practices in practical contexts. This approach reinforces theoretical knowledge and adopts critical thinking and collaboration.

The Attendees

The delegates of this training course are professionals involved in IT service management and operations who seek to enhance their understanding of ITIL best practices coming from diverse backgrounds, including service management, project management, and technical support, and are looking to improve their ability to deliver high-quality IT services that align with business objectives.

But, it will be valuable to the professionals but not limited to the following:

• IT Service Managers
• IT Support Staff
• Change Managers
• Service Desk Managers
• Project Managers
• Business Analysts
• Quality Assurance Professionals
• System Administrators
• IT Consultants
• Operations Managers

Daily Discussion

DAY ONE: INTRODUCTION TO ITIL FRAMEWORK AND CONCEPTS 

• Overview of ITIL and Its Importance in IT Service Management
• Key Principles and Models of ITIL
• ITIL Service Lifecycle Overview
• Roles and Responsibilities in ITIL
• ITIL Processes and Functions
• Understanding ITIL Best Practices
• The Business Value of ITIL

DAY TWO: SERVICE STRATEGY

• Developing Service Strategy and Service Value
• Understanding Market Demand and Business Outcomes
• Service Portfolio Management
• Financial Management for IT Services
• Demand Management
• Business Relationship Management
• Strategies for Service Design and Development

DAY THREE: SERVICE DESIGN

• Objectives of Service Design
• Designing New and Modified Services
• Service Level Management and Agreements
• Capacity and Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management

DAY FOUR: SERVICE TRANSITION

• Overview of Service Transition Processes
• Change Management and Change Control
• Release and Deployment Management
• Service Validation and Testing
• Knowledge Management
• Transition Planning and Support
• Managing Service Assets and Configuration

DAY FIVE: SERVICE OPERATION AND CONTINUAL SERVICE IMPROVEMENT

• Overview of Service Operation Activities
• Techniques for Effective Incident Response
• Managing Service Requests and User Support
• Implementing Problem Management Processes
• Monitoring Service Performance and Quality
• Strategies for Access and Security Management
• Best Practices for Continual Service Improvement (CSI) Initiatives