About
Organisations the world over are facing an increasing dependence on their IT services in order to survive. There is an expectation that the IT Services not only support the current business activities effectively and efficiently, but also provide new, innovative and dynamic responses to their ever changing business requirements. As a consequence, Service providers can no longer just focus their attention on technology they need to consider the quality and consistency of the services they provide and develop a true partnership with their customers.
One of the responses to this challenge is to consider using ITIL® (IT Infrastructure Library) Service Management best practice which has now become a world de facto standard and is widely adopted across all business sectors. Service Management is about understanding business priorities, identifying how/where IT investment should be made and assessing the correct approach to establishing appropriate control over the IT infrastructure and the services that underpin its success.
The IT Service Management programme is aimed at all levels of staff. There are no prerequisites for this event, although an awareness of IT issues and technologies will help with the understanding. Delegates will receive a broad introduction to the topics covered within ITIL V3 which can also be used as preparation for undertaking the official ITIL V3 Foundation Certificate examination if required
- To introduce delegates to IT Service Management (ITIL)
- To gain an understanding of the ITIL processes and activities covered in the ITIL core guide
- To understand the terminology and characteristics of good practice in ITIL
- To prepare delegates to apply the knowledge in the workplace
- To provide the foundation for further study
DAY 1
- Introductions
- Introduction to IT Service Management as a Practice
- The Service Lifecycle and Basic Concepts
- Service Strategy
- Financial Management
- Demand Management
- Service Portfolio Management
DAY 2
- Service Design
- Service Level Management
- Service Catalogue Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
DAY 3
- Service Transition
- Change Management
- Service Asset & Configuration Management
- Release & Deployment Management
- Knowledge Management
- Service Operation
- Operational Functions:
- The Service Desk
- Technical Management
- Applications Management
- Operations Management
- Operations Control
- Facilities Management
DAY 4
- Service Operations continued
- Operational Processes
- Incident Management
- Problem Management
- Event Management
- Access Management
- Request Fulfilment Management
DAY 5
- Continual Service Improvement
- Technology, Tools and Architecture
- Course administration
- Course Closure
Training Methodology
Pathways Training and consulting adopts the newest techniques of human resources Training and consulting and, with the following:
- Theoretical lectures are delivered via PowerPoint and visual displays (videos and short films)
- Making scientific evaluation to the trainee (before and after)
- Brainstorming and role-playing
- Using case studies related to the scientific material being delivered and the trainees' work.
- The participants get the scientific and practical material printed and on CDs and Flash memories.
- Preparing records and reports of the participants' attendance and results, with a general evaluation of the training program.
- A group of the best trainers and experts in all fields and specialties professionally prepares the scientific material.
- After finishing the course, the participants get certificates of attendance signed, certified, and issued by pathways Training and consulting.
- Our training programs start at 9:00 o'clock in the morning and end at 2:00 in the afternoon, with snack buffet during the lectures.
- Providing a lunch buffet during the training program period, with organizing a lunch party on the training program final day for taking some photos and certificate awarding.
