Program Overview

A half-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® V3 Service Lifecycle Framework, and require a greater awareness of IT Service Management best practices.

• 100% Lecture - ITIL® V3 common language, concept overview, service lifecycle model, process and inter-relationships, senior management involvement (roles and responsibilities), initiating a service improvement program, critical success factors of ITSM programs.

This course is designed and developed to introduce Executives and Senior management levels to the ITIL® V3 Framework, and how it can initiate, improve or enhance internal organizational common understanding. Among other benefits, the introduction will describe the ITIL® V3 service lifecycle Framework 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
• Recognize the critical success factors in the implementation of Best Practice

Duration

Half day

Delivery Methods

- Instructor led Classroom environment
- Virtual Web based

Audience

This program is for Executives and Senior Management who:

• Need to understand the value associated with service improvement initiatives based in the ITIL® V3 lifecycle model and Framework
• 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® V3 Service Management based processes, in an IT environment
• Intend to acquire knowledge of the ITIL® V3 framework
• Have started the implementation of processes based on ITIL® V2 and want to know how V3 will affect their initiative
• Are IT customers and require an understanding of how service support and delivery are best achieved and/or improved

Prerequisites

• No prerequisite required for this program

Program Objectives

The program will provide Executives and Senior Management with the training to enhance their understanding of the ITIL® V3 framework and expose its numerous benefits to an organization.

Program Contents

The ITIL Executive Overview Course includes:

• Introduction to ITSM and ITIL® V3 service lifecycle models
• Understand the differences between ITIL® V2 and V3
• Overview of ISO/IEC 20000 international standard for Service Management
• The ITIL® approach to IT Service Management in achieving business objectives
• ITIL® V2 Service Support and Delivery Processes
• ITIL® V3 Implementation requirements and benefits
• ITIL® V3 - Understanding how ITSM and ITIL® can help to achieve ROI

Program Material (handout)

A printed copy of the instructor’s presentation will be distributed to the participants.