This course is aimed at all levels and functions within an IT services operation and also of value for business staff whose roles depend on and interface with the IT services team.

This one day overview is designed to introduce people to the concept of ITIL and the terms which it uses.

Who Should Attend
Anyone who requires an understanding of ITIL, who is involved in implementing ITIL in their organisation or who is working in an ITIL environment.

Pre-requisites
There are no formal entry requirements for the course or examination, but it is assumed that all delegates will have a basic level of IT literacy.

Additional Costs
There are no additional costs associated with this course.

COURSE OVERVIEW
The course will provide delegates with an overview of the fundamentals of the ITIL methodology. It will ensure delegates gain an understanding of the concepts, structure and language of ITIL and the benefits of adopting ITIL in their organisations.

COURSE TOPICS

INTRODUCTION
The day starts with an introduction to IT Service Management (ITSM) and ITIL . This provides delegates with an appreciation of the aim of IT Service Management and explains the 3 elements of ITSM - people, process and technology.

ITIL OBJECTIVES
This session considers exactly what ITIL is, how it was originated and what are its objectives.

ITIL CONCEPTS
Certain concepts and key ideas are central to the ITIL philosophy. During this session, we consider these important concepts in some detail.

ITIL LANGUAGE
One of the benefits that ITIL can bring to an organisation lies in the more precise use of terminology. During this session, the major terms and definitions within the Language of ITIL are discussed and explored.

SERVICE SUPPORT
An overview of the processes involved in Service Support will be given during this session

SERVICE DELIVERY
A brief overview of the processes involved in Service Delivery will be given during this session

At the end of the day there may be an open discussion on the overall lessons learnt and how they relate to the client's current mode of operation.