ITIL 4 Awareness for Decision Makers

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Summary

A one-day session for Executives, Senior Management and “decision makers” who need an in-depth understanding of the values associated with service improvement initiatives based on the ITIL® best practice, and require a greater awareness of IT Service Management.

This course is designed and developed to introduce Executives and senior management to the ITIL® best practice, and how it can initiate, improve or enhance internal organizational common understanding. Among other benefits, the introduction will describe the ITIL® Service Value System approach to accomplishing the following:

• Alignment of business requirements and IT capabilities
  
• Improve the relationship of IT processes across the organization
  
• Improve IT service quality across the organization
  
• Achieve efficient and effective delivery and support of IT services
  
• Improve cost efficiency and enhanced resource utilization
  
• Increase customer / user satisfaction
  
• Enhance the customer and user relationship with the IT organization
  
• Understand the roles and responsibility of senior management and the IT service culture
  
• Understand how the ITIL® best practice is complementary to other popular IT best practices
  
• Recognize the critical success factors in the implementation of Best Practice
  

The program will provide Executives and Senior Management with the training to enhance their understanding of the ITIL® 4 best practice and expose its numerous benefits to an organization.

Prerequisites

No prerequisite required for this program. There is no certification exam associated with this course

Duration

1 Day/Lecture & Lab

Audience

This program is for Executives and Senior Management who:

• Need to understand the value associated with service improvement initiatives based on the ITIL® Service Value System
• Are working in any aspect of IT Service Management
• Need a greater awareness of IT Service Management best practices
• Are implementing or would like to implement one or more of the ITIL® Service Management based practices, in an IT environment
• Need to understand how ITIL® complements other popular IT best practices
• Intend to acquire knowledge of the ITIL® 4 framework

Topics

• The origins and evolution of ITIL®
• A few important concepts and definitions
• ITIL® Service Value System
• The Four Dimensions of Service Management
• The ITIL® Management Practices
• Critical success factors in the implementation of ::ITIL® best practices
• ITIL® training / education and documentation

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