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IT Service Management Overview
A short introduction to IT Service Management which gives an overview of the best practice principles, processes and standards involved in supporting and delivering effective high quality IT services.
The event will introduce the IT Infrastructure Library (ITIL) and ISO/IEC 20000, the international standard for IT Service Management. (previously known as BS 15000)
Delegates will gain a high level understanding of the key service management processes and how they relate to the business, customers and industry standards. The benefits of certification will also be presented.
Who Should Attend
Anyone who is involved in managing, supporting or delivering IT services, implementing or improving one or more of the IT Service Management processes or implementing ISO/IEC 20000.
Outline
- The need for professional IT Service Management
- Background to ITIL and ISO/IEC 20000
- ITIL process objectives and deliverables:
- The Service Desk
- Managing incidents, service failures and service requests
- Proactive problem management and prevention of failures
- Identifying and managing the infrastructure components and their inter-relationships
- Assessing the risks, costs and benefits of changes
- Managing successful roll-outs of new and changed services
- Developing and maintaining customer and supplier relationships
- SLAs and supporting agreements
- Managing availability and continuity of services
- Establishing the true cost of providing a service
- Forecasting and managing the future IT infrastructure requirements
- Relationships between ITIL and ISO/IEC 20000
- The benefits of ISO/IEC 20000 certification
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