Contenu
A one-day session for Executives, Senior Management and “decision makers” who need an in-depth understanding of the values associated with service improvement initiatives based on the ITIL® best practice, and require a greater awareness of IT Service Management.
This course is designed and developed to introduce Executives and senior management to the ITIL® best practice, and how it can initiate, improve or enhance internal organizational common understanding. Among other benefits, the introduction will describe the ITIL® Service Value System approach to accomplishing the following:
- Alignment of business requirements and IT capabilities
- Improve the relationship of IT processes across the organization
- Improve IT service quality across the organization
- Achieve efficient and effective delivery and support of IT services
- Improve cost efficiency and enhanced resource utilization
- Increase customer / user satisfaction
- Enhance the customer and user relationship with the IT organization
- Understand the roles and responsibility of senior management and the IT service culture
- Understand how the ITIL® best practice is complementary to other popular IT best practices
- Recognize the critical success factors in the implementation of Best Practice
No prerequisite required for this program There is no certification exam associated with this course
A copy of the instructor’s presentation will be distributed to the participants.
A qui s'adresse cette formation
This program is for Executives and Senior Management who:
- Need to understand the value associated with service improvement initiatives based on the ITIL® Service Value System
- Are working in any aspect of IT Service Management
- Need a greater awareness of IT Service Management best practices
- Are implementing or would like to implement one or more of the ITIL® Service Management based practices, in an IT environment
- Need to understand how ITIL® complements other popular IT best practices
- Intend to acquire knowledge of the ITIL® 4 framework
Objectifs
The program will provide Executives and Senior Management with the training to enhance their understanding of the ITIL® 4 best practice and expose its numerous benefits to an organization.
Outline: ITIL® 4 Awareness for Decision Makers (ITILV4AWARE-AT)
The ITIL Awareness for Decision Makers includes:
- Part 1: The origins and evolution of ITIL®
- Part 2: A few important concepts and definitions
- Part 3: ITIL® Service Value System
- Part 4: The Four Dimensions of Service Management
- Part 5: The ITIL® Management Practices
- Part 6: Critical success factors in the implementation of ITIL® best practices
- Part 7: ITIL® training / education and documentation