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course outline
ITIL Service Management Overview

Duration: 1 day
Provider: Xansa
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The aim of this seminar is to investigate and understand the relationship that exists between
the business and the IT service providers, illustrating how their interdependency affects the
achievement of true commercial success.
In recognition that change is often needed to achieve organisational goals, we then introduce the basic concepts of ‘best practice’ service management using the guidelines produced by the OGC in their ITIL (I.T. Infrastructure Library) publications.

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With ever increasing business reliance on Information Technology it is vital that the level of
support provided for the underpinning IT systems is sufficient to ensure they continue to
support the operational requirements of the organisation.
The key emphasis of the seminar will be to provide an insight on how adopting best practice in service management will bring discernable benefits to both the business operations and the I.T. service support areas.
Who will benefit?

♦ All levels of management who are interested in understanding how ‘best practice’ service management can add value to their current organisation, irrespective of whether they are aligned to the business or IT areas
♦ Those who have heard of ITIL, but now want to explore the processes and
terminology further
♦ Service providers, project managers, development managers and IS managers
who wish to understand how the effectiveness of IT can be increased by
bridging the gap between the development and support functions.
Course content

♦ Introduction to service management
♦ Service desk and incident management
♦ Problem management
♦ Change management
♦ Configuration management
♦ Release management
♦ Service level management
♦ Financial management
♦ Capacity management
♦ IT service continuity management
♦ Availability management
♦ Summary.

The seminar is delivered in an entertaining and highly interactive manner with many real life
examples used to illustrate the subject. There is a high degree of delegate participation.

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