ITIL Service Management Foundation

Definitions. in order to support and deliver a quality IT service • An overview of ITIL processes and how they relate to each other in order to support and deliver a quality IT service.Course Objectives • To introduce ITIL -. Phrases -.Terms.As Best Practice • Gain an understanding of the essential ITIL processes and how they relate to each other. Slide 2 .

Morning • Implementation • Configuration Management • Service Desk • Incident Management • Problem Management • Change Management • Release Management Slide 3 .Course Content .

Afternoon • Service Level Management • Financial Management for IT Services • Capacity Management • IT Service Continuity Management • Availability Management Slide 4 .Course Content .

ITIL Overview • • • ITIL is a Best Practice Framework Integrated into OGC and BSI guidance Key Objective 1 ► Align IT services with the Current and Future needs of the business and its Customers Key Objective 2 ► To improve Quality of the services delivered Key Objective 3 ► Reduce long term Cost of service provision ITIL Philosophy – Scaleable Process driven approach • • • Slide 5 .

ITIL .IT Infrastructure Library Mission Statement Business IT Alignment Strategy Tactics Planning Service Delivery Service Support Operations day-to-day Slide 6 .

Introduction to Service Management The Service Desk Configuration Management Incident Management Problem Management Change Management Release Management Slide 7 .

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