This course provides a high level overview of Service Management and introduces delegates to the five core volumes which comprise ITIL.
The primary emphasis of this course will be on the Service Transition and Service Operation volumes which cover those processes commonly encountered during the day to day management of IT service provision.
The ITIL Framework is a source of good practice in service management. ITIL is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specialisations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation's capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.
Please note that this course is not designed to be a conversion course from ITIL Version 2 to ITIL Version 3.
This course is aimed at all levels of IT professionals, Customers, and Users involved in the provision or receipt of IT Services.