Program Overview

ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL® has been evolving from the focus of activities and processes under versions 1 and 2 to full cycle of Service Management under version 3.

In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® V3 now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management Process
• Provide guidance on the development and on-going management of Services Strategy, Service Design, the Transition of Services from current to desired state, Service Operation and the Continuous improvement of the those Services

Duration

1 Day

Delivery Methods

- Instructor led Classroom environment
- Virtual Web based

Audience

IT professionals interested in understanding the content and concepts of the new ITIL® V3, as well as understand the differences with previous ITIL® V2:

• Executives and key stakeholders
• Process Owners and Managers
• Senior technical and operational staff
• IT professionals and Consultants
• IT customers

Prerequisites

• No prerequisite required for this program

Program Objectives

This course introduces ITIL® V3 concepts and explains the major differences with ITIL® V2.

Program Content

An effective lecture designed at achieving a clear understanding the new ITIL® V3 Best Practice and Service Management lifecycle model:

• Overview of the drivers for ITIL® V3
• Key differences between ITIL® V2 and ITIL® V3 - What are the major changes?
  • New concepts, definitions and terminology
  • Key interfaces
• Introduction to the ITIL® V3 Services Lifecycle approach and its key concepts
  • Including control and governance
  • Key roles
• Exposure to:
• The Service Lifecycle approach and components of each stage within the lifecycle
• The benefits if adopting ITIL® V3 Best Practice
• The main components (the new books) within the 5 stages in the lifecycle:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Next Steps

• The future of ITIL® Qualification
  • What will happen to current certifications and qualifications?
• When should we start adopting ITIL® V3 concepts?
  • Do I have to read all the books?
  • What will happen to our ITIL® V2 investments?
  • Will tools still satisfy ITIL®?
• How does ITIL® V3 map to other quality standard such as ISO/IEC 20000

Program Material

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