ITIL (Information Technology Infrastructure Library)

SCHEDULE

No schedule at the moment

If you have three or more candidates or you would like to run this course as an in-house programme, please contact us.

Overview

The successful implementation of ITIL in any organisation is having management commitment and raising awareness of ITIL within in all departments and functions. This ITIL foundation course raises awareness of ITIL and the benefits for all staff. It acts as a catalyst to the organisation’s deployment of best practices. The workshop will cover knowledge about ICT infrastructure which includes hardware, software and computer related telecommunication components, documentation and procedures within an organisation, upon which the applications (ICT services) are build and operate.

Objectives

  • Improve IT function via best practices
  • Reduce IT costs
  • Improve IT productivity
  • Implementation of ITIL standards
  • Key concepts of ITIL
  • Important principles for improving IT operations
  • Vital processes and functions
  • Practical guidance for applying ITIL to everyday IT situations
  • How to align with business, control costs, and improve IT service quality
  • Strategies to balance IT resources

Course content

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Day One

Service Management defined
  • IT services and what they really do
  • How IT services deliver value to customers
  • Value and importance of IT service management
  • Best practices
  • ITIL adoption
  • ITIL qualification schemes, bodies and certification
Service strategy
  • Design, develop and implement service management
  • Service management as a strategic asset
  • Setting objectives and expectations
  • Identify opportunities
  • Select opportunities
  • Prioritising opportunities
Service design
  • Design and develop services
  • Process development
  • Design principles and methods
  • Converting strategy into services

Day Two

Service transition
  • Improve and develop capabilities
  • Improving methods of transitioning new and changed services into operation
  • Managing complexities related to change
  • Prevent undesired results while enabling innovation
Service operation
  • Effectively and efficiently deliver support services
  • Ensure value to customers and service provider
  • Maintain stability while allowing for change
  • Improving IT support
Continual service improvement
  • Create and maintain value for customers
  • Importance of better design, introduction and operation of services
  • Improving service, quality, business continuity and IT efficiency
  • Link improvement efforts to strategy, design and transition

METHODOLOGY OF TRAINING

The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

    • Practical sessions
    • Individual and syndicate activities
    • Individual and group tasks
    • Case studies
    • Role plays
    • Audio and video evaluation
    • Action planning
    • Experiential learning games
    • Presentations
    • Assessments

 

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Abu Dhabi

P.O. Box 44705, Abu Dhabi,
United Arab Emirates
Phone: +971 2 6740340
Fax: +971 2 6743554

Tax Registration Number:
100003031000003
for VAT purposes, only in the UAE

Dubai

P.O. Box 334058, Dubai,
United Arab Emirates
Phone: +971 4 2566414
Fax: +971 4 2566424

Tax Registration Number:
100003031000003
for VAT purposes, only in the UAE