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					ITIL Service Management Foundation
          Course Objectives

          • To introduce ITIL As Best Practice framework
            Terms, Definitions, Phrases



          • Gain an understanding of the essential ITIL processes and
            how they relate to each other, in order to support and deliver
            a quality IT service




Slide 2
          Course Content – Day 1
          • Introduction
          • Introduction to IT Service Management
          • Service Desk
          • Configuration Management
          • Incident Management
          • Problem Management
          • Change Management
          • Release Management


Slide 3
          Course Content – Day 2
          • Service Level Management
          • Financial Management for IT Services
          • Capacity Management
          • IT Service Continuity Management
          • Availability Management




Slide 4
          ITIL Overview

          •   ITIL is a Best Practice Framework
          •   Integrated into OGC and BSI guidance
          •   ITIL Philosophy – Scaleable Process driven approach
          •   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




Slide 5
                         ITIL - IT Infrastructure Library

                                    Mission
                                   Statement




                    Business IT    Strategy
                     Alignment




                                                   Service
                                   Tactics
                                                   Delivery
                                  Planning




                                   Operations
                                   day-to-day
          Service
          Support




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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posted:3/24/2008
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