[vc_row][vc_column][vc_custom_heading text=”Overview” font_container=”tag:h3|font_size:24|text_align:left|color:%23000000″ use_theme_fonts=”yes”][vc_column_text css=”.vc_custom_1537814823926{padding-top: 20px !important;padding-bottom: 15px !important;}”]This ITIL lifecycle course will provide attendees with the knowledge and
management principles required to formulate strategies, policies, and plans for the successful implementation, improvement, and management of Service Strategy.
Attending this course will equip delegates with a sound understanding and practical guidance on transforming a service provider organization from being technology-led to being business-led. The course also ensures a thorough understanding of associated activities, roles, responsibilities, challenges, risks, and critical success factors:
- Dynamics and forces impacting IT management
- Defining services and how services can deliver value to the customer market spaces
- The impact of external markets, customer requirements and continual service improvement on the Service Strategy
- Organization structures and provider types supporting an IT Value Network
- Defining and managing the relationship between business and IT services
and the demand for those services - Defining customer value creation
- Defining and managing IT financial measures for success
- The strategic benefits of service-based costing and recovery
- Conducting strategic assessments and dealing with market uncertainty
- A practical approach to creating a Service Management strategy
- Review of Service Strategy processes including Strategy Management for IT Services, Service Portfolio Management, Financial Management, Demand Management, and Business Relationship Management
- Driving strategy through the Service Lifecycle
- How to measure Service Strategy and create a return on investment
- As with all the Service Lifecycle training courses, there is a thorough review of
ITSM technology and implementation considerations for the key processes in
this phase of the lifecycle. There is also a review of the important
considerations required for continual service improvement.
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This course is designed as an introduction to ITIL and enables you to understand how an integrated IT Service Management framework can be utilized to achieve IT business integration, cost reductions and increased productivity. The syllabus areas that this course is designed to cover are:
- An introduction to ITIL, its strategic and operational benefits
- An overview of the ITIL certification scheme
- Service Management as a practice
- The ITIL Service Lifecycle
- Generic ITIL concepts and definitions
- The key principles, models and processes for Service Strategy, Service
- Design, Service Transition, Service Operation and Continual Service Improvement
- ITIL Service Management functions
- Key roles and responsibilities
- Key metrics and management reporting
- Technology and architecture in Service Management
- Competence and training
- Mock examination and examination preparation
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