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Course Length: 1/2 day

Overview

This course is intended for an executive audience. Students will learn the idea of IT Service Management (ITSM) as a professional practice that supports the business and helps deliver value to their customers. Students will also learn the various standards and frameworks that relate to ITSM and provides a summary of guidance on good practice provided by the IT infrastructure Library (ITIL).This is structured as a half day course but it can be shaped to meet the needs of any organisation taking into account the time constraints and objectives of the participants. Optionally it can include Polestar – an exciting and entertaining simulation game that brings the concepts of ITSM to life in a practical role-play situation.

Audience

This course is intended for IT and business executives and IT Managers and Team Leaders. It is also intended for suppliers, outsourcers, customers and stakeholders.

Outline

1. Service Management as a Practice
2. IT Service Management
3. Frameworks and Standards
4. ITIL and Good Practice
5. The Service Lifecycle
6. Service Operation
7. Service Strategy
8. Service Design
9. Service Transition
10. Continual Service Improvement

Prerequisites

There are no prerequisites for this course.