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ITIL Overview for Managers
On completion, participants will understand the need for Service Management, its components and the benefits that can accrue from its implementation. This will enable them to understand the impact SLAs and Service Management can make on their customer’s satisfaction and on their return on IT investment.
Course Description
Description
This intensive workshop consists of formal lecturing, discussions and exercises. There will also be an opportunity for ‘questions and answers’.
- To introduce the concepts of Service Management: a controlled and disciplined approach to the support and delivery of quality IT services.
- To overview the contents of ITIL (Information Technology Infrastructure Library), the de facto standard for Service Management.
- To understand the crucial role SLAs play in ensuring both the customer and supplier understand an organisation’s business and IT requirements.
To justify ITIL as the framework for effective Service Management.
Prerequisites
None
