1. ITIL Service Management Foundation
Introduction
ITIL Service Management Foundation

2. Course Objectives To introduce ITIL As Best Practice framework
Introduction
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

3. Course Content – Day 1 Introduction
Introduction to IT Service Management
Service Desk
Configuration Management
Incident Management
Problem Management
Change Management
Release Management

4. Course Content – Day 2 Service Level Management
Introduction
Service Level Management
Financial Management for IT Services
Capacity Management
IT Service Continuity Management
Availability Management

5. ITIL Overview ITIL is a Best Practice Framework
Introduction
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
Key Objective 3
Reduce long term Cost of service provision
It is essential to recognise the dependence that most businesses have on ICT.
Reduction in the TCO (Total Cost of Ownership) by reducing the overall management and
Support cost.
Develop Business models to maintain and Improve quality of service.
3 P’s
Efficient and Effective use of People, Processes and Products.

6. ITIL - IT Infrastructure Library
Introduction
Mission
Statement
Business IT Alignment
Strategy
Service
Delivery
Tactics
Planning
What is our Vision? Our Mission?
What are our Aims, Goals, Objectives?
What is the best way of achieving our Goals? – Align business to goals
Develop Infrastructure to achieve our Goals
What do we need to do?
Must have effective two way communication
within and between each of the levels.
Operations
day-to-day
Service
Support

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