Objectives

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.

After completion of this course, participants will:

• know the concepts of service management: a controlled and disciplined approach to the support and delivery of quality IT services.
• have got an overview of the contents of ITIL tm(*) (Information Technology Infrastructure Library), the de facto standard for service management.
• understand the crucial role SLAs play in ensuring both the customer and supplier understand an organisation's business and IT requirements.
• know how to justify ITIL as the framework for effective service management.

(*) ITIL tm is a registered trademark of OGC (Office of Government and Commerce).

Main topics

• Introduction to Service Management
• What ? & Why ?
• Today's IT environment and issues
• How to get more value out of IT
• Service Management as a framework to close the gap between IT & business
• ITIL
• Origin
• Objective
• Scope
• Customer focus
• The 11 ITIL disciplines
• Service Support :

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

• Service Delivery :

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

• Implementing ITIL
• Key principles
• Assessment: benefits & problems
• Success ingredients
• Hints for successful implementation of Service Management