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ITIL 4 Service Management Overview

The document outlines the objectives and content of an ITIL Service Management Foundation course which introduces participants to the ITIL framework and best practices. The course covers essential ITIL processes like the service desk, incident management, and problem management over two days. It also provides an overview of the ITIL philosophy and objectives of aligning IT services with business needs and improving quality of services delivered.

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neha
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5 views7 pages

ITIL 4 Service Management Overview

The document outlines the objectives and content of an ITIL Service Management Foundation course which introduces participants to the ITIL framework and best practices. The course covers essential ITIL processes like the service desk, incident management, and problem management over two days. It also provides an overview of the ITIL philosophy and objectives of aligning IT services with business needs and improving quality of services delivered.

Uploaded by

neha
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPS, PDF, TXT or read online on Scribd

ITIL Service

Management
Foundation

1
Course Objectives
• To introduce ITIL As Best Practice
framework
Terms, Definitions, Phrases

• Gain an understanding of the essential


ITIL processes and how they relate to
each other, in order to support and
deliver a quality IT service
2
Course Content – Day 1
• Introduction
• Introduction to IT Service
Management
• Service Desk
• Configuration
Management
• Incident Management
• Problem Management 3
Course Content – Day 2
• Service Level Management
• Financial Management for IT
Services
• Capacity Management
• IT Service Continuity
Management
• Availability Management 4
ITIL Overview
• ITIL is a Best Practice Framework
• Integrated into OGC and BSI guidance
• ITIL Philosophy – Scaleable Process
driven approach
• Key Objective 1
– Align IT services with the Current and
Future needs of the business and its
Customers
• Key Objective 2
– To improve Quality of the services
delivered 5
ITIL - IT Infrastructure Library
Mission
Statement

Business IT Strategy
Alignment

Service
Tactics
Delivery
Planning

Operations
day-to-day
Service
Support

6
Management
Introduction to Service
The Service Desk
Configuration Management
Incident Management
Problem Management
Change Management
Release Management
7

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