FREE Briefing

Getting started with ITIL® V3 Service Management

Content / Briefing Agenda:

1. Introduction to ITSM - What is ITIL?

According to ITIL V2, companies should have one service desk function or department with an overall framework consisting of 10 processes:

- Incident management

- Problem management

- Change management

- Release management

- Configuration management

- Service-level management

- Financial management

- IT service continuity management

- Availability management

- Capacity management

2. Introduction to ITIL V3 Service Management that is broken into 5 distinct phases:

- ITIL service strategy

- ITIL service design

- ITIL service transition

- ITIL service operation

- ITIL continual service improvement

3. Differences between ITIL V2 and V3

4. Brief introduction on ITIL V3 certification roadmap

- WHO should attend?

- WHAT are the function/ process for all the modules?

5. Value in Implementing ITIL in your organisation

6. Strategies in Implementing ITIL

- Designate an ITIL adoption project owner and develop an implementation team

- Train employees

- Evaluate IT needs

- Perform Gap Analysis

7. Challenges to ITIL Implementation

8. Q&A session

Announcement on the obsolescence of:

- Foundation Bridge to cease 31 Dec 2010; and

- Manager Bridge to cease 30 June 2011