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Course Length: 1 day

Overview

This course introduces participants to the idea of IT Service Management as a professional practice that supports the business and helps deliver value to their customers. Students will benefit from a greater understanding of the “big picture” of IT service delivery and be able to contribute to improved service quality and customer satisfaction. The content is based on the IT Infrastructure Library (ITIL) and includes explanations of the lifecycle of an IT Service and the processes, functions and roles that support it. During the day participants will engage in three rounds of the Polestar simulation. This internationally acclaimed game provides an opportunity for experiential learning that reinforces the theory of ITIL. It’s fun and it promotes teamwork and cooperation between participants.

Audience

This course is intended for groups within IT wanting to improve teamwork. This course is also intended for anyone who needs to gain a basic understanding of IT Service Management customers and stakeholders of IT Services. Finally, this course would also benefit IT staff not necessarily involved with delivering or improving IT Services.

Outline

1. IT Service Management as a Practice
2. ITIL and Good Practice
3. Polestar Simulation Round 1
4. The Service Lifecycle
5. Service Operation
6. Polestar Simulation Round 2
7. Service Stategy
8. Service Design
9. Service Transition
10. Polestar Simulation Round 3
11. Continual Service Improvement

Prerequisites

There are no prerequisites for this course.