Back to Search Results

Training Course Summary:

This two-day instructor-led intensive course consists of formal lecturing, discussions, exercises and presentations.

On completion, participants will be aware of the need for Service Management, its components, processes and disciplines that bring an organisation business benefits. Participants will learn how SLAs and Service Management are essential in ensuring IT delivers the services customers demand.

This course, based on the de facto standard ITIL (IT Infrastructure Library) is for IT staff of all levels who are involved in the delivery or support of IT services. It is also suitable for anyone who wants an appreciation of ITIL Service Management.

Note: This course is designed as an introduction to ITIL and Service Management; it is NOT designed for those wishing to take the ISEB ITIL FOUNDATION examination. If you wish to take the examination you should attend the


Delegates will learn how to
Appreciate the concepts and explore the processes of SM: a controlled and disciplined approach to the support and delivery of quality services.
Identify the key elements of each of the eleven ITIL SM disciplines.
Appreciate how essential it is to monitor and measure in order to quantify successful Service Delivery.
Appreciate Service Management (SM) to a level sufficient for them to articulate the purpose and objectives of Service Management.
Identify the benefits SM can bring to an organisation.
Understand the ITIL processes and procedures needed to deliver effective, quality IT.
Appreciate the crucial role planning plays in delivering Quality IT services.
Understand the crucial role SLAs play in ensuring both the customer and supplier understand an organisation’s business and IT requirements.
Identify the ways ITIL Service Management can benefit your organisation.

Training Course Overview/Content:

Introduction to ITIL

- ITIL vocabulary, key terminology and processes

- Justifying ITIL in an organisation

- ITIL and Quality

- Planning for Service Management

- Service Level Management and SLAs

- Understanding and controlling IT resources

- Effective handling of incidents and problems, speedy restoration of services to customers

- Understanding the essential role of the Service Desk in delivering quality IT services that delight your customers

- Controlling changes in an organisation and delivering required benefits through a controlled release process

- Aligning IT capacity requirements to business needs

- Planning for high availability and IT Service Continuity, anticipating large and small service interruptions

- Understanding the financial issues inherent in providing quality IT services

Practical advice on measuring service quality, setting objectives and communicating with customers

- Identify ‘quick wins’ for your organisation