Introduction to ITIL® 2011

Description

Does ITIL (IT Infrastructure Library) poke your curiosity? Do you feel the need to improve the quality of the services offered to your business by your IT department? What is CobiT? ISO 9000? You want to implement ITIL but are not sure where to start?

This course introduces some key concepts of IT Service Management (ITSM) as well as an overview of ITIL V3. It is also appropirate to talk about ITIL in relation to other models and standards such as ISO 20000, CobiT, CMMI, ISO 9000, etc. and present how and when to use them. Finally, the course covers how to justify an investment in the IT Service Management and its key success factors.

Target audience:

Managers and Executives

Learning Objectives:

Following this course, participants will be able to:

1. Identify key concepts and components of the MITS and version 3 of the model;

2. Identify the main features of various models and standards of IT;

3. Determine when and how to use each of the models and standards presented in this course;

4. Develop a high level justification for investing in IT service management.

5. Identify some key factors of success.

Duration: 3 hours

Course content:

What is MITS?

- Key Concepts

ITIL V3 Details

- The lifecycle of IT service management

- Strategy (Service Strategy)

- Design (Service Design)

- Transition (Service Transition)

- Operations (Service Operation)

- Continuous improvement (Continual Service Improvement)

- Quality Control lifecycle

Other models and standards

- ISO 20000, CobiT, CMMI, ISO 9000, etc.

- When and how to use

Investing in IT management projects

- Why embark on such projects?

- How can you justify such projects

- Key success factors

Acronyms:

CMMI (Capability Maturity Model � Integration)

CobiT (Control Objectives for Information and related Technology)

ISO (International Organization for Standardization)

ITSM (IT Service Management)

itSMF (IT Service Management Forum)