ITSM Awareness: Executive Overview

Delivery Format: Instructor Led Duration: 2, 4 or 8 Hrs

Course Description

This hands on, instructor led, training course is an inexpensive and effective way to introduce an Executive management team to the concepts, relationships and benefits of an IT Service Management program using well accepted IT frameworks, methods and standards.

The 2-hour “Overview” defines what it takes for an IT organization to achieve business and IT alignment, repeatable processes and demonstrable IT service value.

The one-half day “Introduction” course introduces the attendee to IT Service Management and how the ITSM processes contribute to building a quality IT infrastructure.

The one-day “Exploring IT Service Management” discusses IT Service Management and its contribution to demonstrable IT service value, and introduces the attendee to the IT Service Management process objectives, activities, relationships, benefits and critical success factors.

Who Should Attend

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Prerequisites: None

Exam: None

Course Outline:

Duration:	2 hours	½ day	1 day
Curriculum:
What is IT Service Management?	X	X	X
Who Needs It, and Why?	X	X	X
What Is the Scope of ITSM?	X	X	X
Process Objectives	X	X	X
Process Activities			X
Process Relationships	X	X	X
Process Benefits			X
Critical Success Factors			X
Achieving Operational Excellence		X	X
An ITSM Roadmap	X	X	X

Reference Material

Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

ITIL^® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.