ITIL v3 Awareness

Course Number:  502-JC
Recommended Duration:  1 day

Intended Audience
Project managers, team leaders, business or functional line managers, business analysts, and project team members who are responsible for the improvement of business services.

Course Overview
The IT Infrastructure Library (ITIL) Version 3 defines a set of best practices for the management of IT services. ITIL v3 highlights the increasing value of lifecycle integration and business integration to service management.

Objectives
Using scenario and discovery based learning, participants will walk through the service lifecycle that is used to manage IT services and to deliver to business value.  Upon completing this course, participants will have a general understanding of what IT Service Management is, the value that it brings to IT and the business and the best practices supported by ITIL.

Prerequisites:  None

Topics

• Service management as a practice

• Delivering business value

• The service lifecycle

• Service strategy

• Service design

• Service transition

• Service operations

• Continual service improvement