ITIL Training Workshop

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CESNET, Prague, 20 - 21 October 2009

Overview

ITIL is a comprehensive documentation of best practice for IT service management. This course will be a customised ITIL Overview workshop intended for GÉANT3 activity and task leaders who are involved in the delivery or support of services. On completion, participants will understand the need for ITIL Service Management and the benefits that can be gained from its implementation. Specific focus will be given to providing an overview of the essential ITIL disciplines relevant to the GÉANT3 project. Participants will understand the importance of their role in delivering quality IT services and how adoption of ITIL disciplines will contribute to successful Service Management. This will enable attendees to understand the direct impact ITIL can have on operational effectiveness, service quality, and customer satisfaction.

Objectives

  • To introduce the concepts of Service Management: a controlled and disciplined approach to the support and delivery of quality IT services.
  • To raise awareness of the value and purpose of the IT Infrastructure Library (ITIL), the de facto standard for Service Management.
  • To overview the essential ITIL disciplines relevant to the delivery of effective, quality IT services for the GÉANT3 project.
  • To understand how ITIL provides a best practice framework for effective Service Management within the GÉANT3 project.

Outline

Introduction to Service Management.

  • Today's IT environment and challenges
  • Importance of Service Management
  • Challenges within the GÉANT3 Project?
  • Sources of Industry Best Practice

Introduction to ITIL

  • Origins and history
  • Value and purpose
  • Scope and structure
  • The Service Lifecycle
  • Key components of ITIL

Service Lifecycle and Key ITIL Disciplines for GÉANT3:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service
  • Operation
  • Continual Service Improvement.