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SQI
- Business Management
- 14 hours
Introduction
ITIL is known as Information Technology Infrastructure Library. It is a set of industry leading practices for IT Service Management (ITSM) that focuses on:
- Aligning IT services with the needs of business.
- Ensuring IT Service Operations is restored in a timely manner.
- Minimising the adverse impact on business operations.
- Ensuring that agreed levels of service quality are maintained.
IT Service Management describes processes, procedures, tasks, and checklists which are not organisation-specific nor technology-specific, but can be applied by an organisation toward strategy, delivering value, and maintaining a minimum level of competency. It allows the organisation to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
This programme is aimed at enabling organisations / participants in achieving the business outcomes by implementing best practices of IT Service Management. This course is aligned with the latest version of ITIL® 4 foundation.
Objectives
The course will provide participants with the necessary skills and knowledge to define, establish, implement and govern IT Service Management processes in the organisation.
Duration
2 days | 9am – 5pm | 14 hours
Who Should Attend
This programme is well suited for:
- IT Service Desk leads/Analyst
- IT Operations team / Supervisors
- Service Delivery Managers
- IT Support Managers/ Teams
- Business owners of IT Assets
- Infrastructure Leads/Teams
Course Fees
Member: S$1,016.50
Non-Member: S$1,123.50
Registration Fee of S$17.12 apply.
All fees stated are inclusive of 7% GST
Award of Certificate
This is a course jointly organised by SQI International and Cognizant. Certificate of Completion will be issued to participants who have attended 80% of the course and scored above 80% in the test as part of post course evaluation.
Course Content
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DAY 1: THE SERVICE VALUE SYSTEM (SVS)
- Describes how components and activities work together to facilitate value creation
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KEY CONCEPTS OF SERVICE MANAGEMENT
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FOUR DIMENSIONS OF SERVICE MANAGEMENT
- Organisations & People
- Information & Technology
- Partners & Suppliers
- Value streams & Processes
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THE SERVICE VALUE CHAIN
- Plan
- Engage
- Improve
- Design and transition
- Obtain/build
- Deliver and support
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ITIL GUIDING PRINCIPLES
- Focus on Value
- Start where you are
- Progress Iteratively
- Collaborate, Be Transparent
- Work Holistically
- Keep it Simple
- Optimise & Automate
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Q & A
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DAY 2: ITIL PRACTICES
- General Management Practices
- Service Management Practices
- Technical Management Practices
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Q & A
Trainer
