1. ITIL is the most widely adopted approach for IT Service
Management in the world. It provides a practical, nononsense framework for identifying, planning, delivering and
supporting IT services to the business.
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ITIL describes processes, procedures, tasks and checklists that are
not organization-specific, used by an organization for establishing
integration with the organization's strategy, delivering value and
maintaining a minimum level of competency.
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It allows the organization to establish a baseline from which it can
plan, implement and measure. It is used to demonstrate compliance
and to measure improvement.
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The ITIL best practices are currently detailed within five core
publications which provide a systematic and professional approach
to the management of IT services, enabling organizations to deliver
appropriate services and continually ensure they are meeting
business goals and delivering benefits.
3. The five core guides map the entire ITIL Service Lifecycle, beginning with
the identification of customer needs and drivers of IT requirements,
through to the design and implementation of the service into operation
and finally, on to the monitoring and improvement phase of the service.
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Adopting ITIL can offer users a huge range of benefits that include:
Improved IT services
Reduced costs
Improved customer satisfaction through a more professional approach to
service delivery
• Improved productivity
• Improved use of skills and experience
• Improved delivery of third party service.
4. When operating in a highly competitive industry such as Information
Technology, having a strong competitive advantage over your competitors
is the key to your company's success as well as your survival.
The quality of the services you are providing directly influences your
customers' satisfaction which ultimately turns to profit. This is the main
reason why successful multi-national and local companies have adopted
ITIL as their best practice to gain a competitive advantage by providing a
quality service.
• There are five main benefits for companies that adopt ITIL as their best
practice. These include:
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Improves customer satisfaction
Provides long terms cost benefits
Ensures quality and predictability in IT service delivery
Ensures faster response and resolution
5. •
Anyone who requires a basic understanding of the ITIL® Framework
and how it may be used to enhance the quality of IT Service
Management within an organisation.
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IT Professionals who are working within an organisation that has
adopted (or are looking to adopt) and adapted ITIL® who need to be
informed about and thereafter contribute to an ongoing service
improvement programme.
• IT Service Providers
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IT Directors and Managers
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CIO’s
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Business Managers
6. • Website : www.wiziq.com
• Link : http://www.wiziq.com/course/27239-itil-foundation-2011edition-training-certification-online-workshop
• Course Highlights:
• Gain complete understanding of the ITIL 2011 Foundation Edition
• Prepare for ITIL with Accredited Trainers and Course Materials Run
by an organization Accredited by APMG, UKPMP® professionals
can earn 16 PDUs for maintaining your credentials.
7. •
Introduction to ITIL Service Lifecycle
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Service Management as a Practice
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Generic concepts, key principles, processes, roles and responsibilities
covering Service Strategy and Service Design
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Mock exercises after every phase
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Recap of day 1
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Generic concepts, key principles, processes, functions, roles and
responsibilities covering ST, SO, CSI
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Mock exercises after every phase
