ITIL® service management awareness

ITIL Service Management Awareness is an instructor-led course which provides a general introduction IT Service Management and how it can contribute to IT and business objectives.

A small degree of customization is possible within the standard price, while further tailoring to meet specific requirements is available at additional cost. Further value is obtained by a sponsoring manager opening and closing the course.

duration

half day or full day

level

Introductory

prerequisites

None

course materials

All students receive a copy of the course presentation and a copy of the itSMF's ITIL Pocket Guide.

course content

• Overview of Service Management
• Overview of ITIL
• ITIL Service Support Processes

• Service Desk

• Incident Management

• Problem Management

• Change Management

• Release Management

• Configuration Management

• ITIL Service Delivery Processes

• Service Level Management

• Availability Management

• Capacity Management

• Financial Management

• IT Service Continuity Management

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February 5, 2012 | terms of use | ©2012 Fox IT, LLC. All rights reserved.

ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the US Patent and Trademark Office.