ITIL® Awareness for Operational Staff
Overview
This 1-day non-technical in-house briefing is intended to introduce IT Operational staff to the parts of ITIL® that are practical and relevant to them.
It can used in preference to providing the ITIL® Foundation course, or as a pre-cursor to staff attending a Foundation course.
Key Learning Objectives
Attendance will enable participants to:
- Understand the key practical principles and terminology used within ITIL® and IT Service Management?
- Understand why ITIL® has become so important today
- Explain the key benefits of an IT Service Management based approach to Service Management
- Understand the key ITIL® processes and activities associated with practical IT Operations
Who will benefit?
Staff who are within an organisation preparing for the implementation of ITIL® that would benefit from a knowledge and awareness of the subject.
It is suitable for all levels of IT Staff.
It is non-technical and as such also suitable for non-IT staff whose effectiveness would be enhanced by a greater awareness and understanding of ITIL®
There are no prerequisites for attendance.
Content
The Core Content includes:
- Background to ITIL®: What is ITIL®, where does it come from, why it works, popularity today, implementing the processes
- Service desk: Role of Service Desk, value of Service Desk
- Incident & problem Management: The difference between Incidents & problems, Incident Management process (including prioritisation and call ownership) Reactive Problem Management
- Change & Release Management: what is the difference, the various types of Changes, the CAB, and the value of planning Releases, the DML
- Configuration Management: why the need, how to implement, how to maintain a CMDB
- Service Level Management: SLAs, OLAs, and Contracts, content of SLAs, the need for a Service Catalogue
Prices
- To discuss prices for the provision of this in-house Briefing for your organisation please contact us at enquiries@e-quant.co.uk
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