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ITIL Service Management Foundation

ITIL Service Management Foundation covers the essential ITIL processes to support and deliver quality IT services over two days. Day one introduces IT service management and covers service desk, configuration management, incident management, problem management, and change management. Day two covers service level management, financial management for IT services, capacity management, availability management, and IT service continuity management.

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70 views7 pages

ITIL Service Management Foundation

ITIL Service Management Foundation covers the essential ITIL processes to support and deliver quality IT services over two days. Day one introduces IT service management and covers service desk, configuration management, incident management, problem management, and change management. Day two covers service level management, financial management for IT services, capacity management, availability management, and IT service continuity management.

Uploaded by

Aatif_Saif_80
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPS, PDF, TXT or read online on Scribd
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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
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Course Content Day 1


Introduction

Introduction to IT Service
Management

Service Desk
Configuration Management Incident Management Problem Management Change Management
3

Course Content Day 2


Service Level Management

Financial Management for IT


Services

Capacity Management IT Service Continuity


Management

Availability Management

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

ITIL Overview

Key Objective 2
To improve Quality of the services delivered

Key Objective 3
Reduce long term Cost of service provision
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ITIL - IT Infrastructure Library


Mission Statement

Business IT Alignment

Strategy

Tactics Planning

Service Delivery

Service Support

Operations day-to-day

Management Introduction to Service The Service Desk Configuration Management Incident Management Problem Management Change Management Release Management
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