The course shares with students the skills and knowledge to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organizations. It provides proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
This course also helps students prepare for the ITIL Foundation Certificate in IT Service Management examination. There will be reinforcement in the form of exercises throughout the course with the objective of instilling a deeper understanding of IT Service Management.
The focus of the course is to help students understand the value to the business provided by each phase of the Service Management Lifecycle as covered by the 5 core books:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
There is particular importance placed on developing an underlying service culture within the IT organization. Topics covered include:
• Introduction to Service Management
• The importance of Service Management
• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice
• The Service Lifecycle