About ITIL

ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme. ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations growing dependency on IT and embodies best practices for IT Service Management. The ethos behind the development of ITIL is the recognition that organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs.

The ITIL version 3 Implementation Training

Who would like to attend this training

• IT professionals
• Business Process Owners
• IT and business managers
• Control, Compliance and Audit Managers
• Aspirants for ITIL Foundation Certification

How is this training useful to my organization?

• Helps in IT cost reduction
• Helps to analyze and prioritize ‘must dos’ and ‘can dos’
• Helps to organize internal IT functions and make each service efficiently cost-effective and performance-driven

ITIL version 3 is a framework which enables the building of a robust IT infrastructure and ease of facilities management. The framework is applicable to the IT/IS departments.

The framework's new version is divided into categories which ensure all aspects of an IT service are covered adequately for quality services and on-going improvement. The main categories are:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement

Course Duration – 2 Days

Course Introduction

NII’s training on ITIL is aimed at imparting knowledge on implementation techniques in addition to gaining an understanding of the framework. A combination of real-life case studies with custom-made training material will help absorb the implementation concepts as used in practical scenarios. Each section will have a flexible feedback session on all the concepts covered

Content Areas

Day I

1. Introduction to ITIL version 3
2. Brief discussion of difference between version 2 and version 3
3. Identifying the ‘Real’ changes that an ITIL implementation can bring in the organization
4. ITIL Concept Debriefing
   1. Service Management as a Practice
   2. The Service Lifecycle
   3. Rules and Concepts discussion and use in practical scenarios
   4. Key Principles and Models
      1. Service Strategy
      2. Service Design
      3. Service Transition
      4. Service Operation
      5. Continual Service Improvement
   5. Processes – definition and implementation
      1. Service Portfolio Management
      2. Demand Management
      3. Service Level Management
      4. Service Catalogue Management
      5. Availability Management
      6. Information Security Management
      7. Supplier Management
      8. Capacity Management
   Day II
   1. IT Service Continuity Management
   2. Change Management
   3. Service Asset and Configuration Management
   4. Release and Deployment Management
   5. Incident Management
   6. Event, Request, Problem, Access Management
   7. Improvement Process
   6. Functions – definitions and allocation
      1. Service Desk Function
      2. Technical Management Function
      3. Application Management Function
      4. IT Operations Management Function
   7. Roles – definitions and function-wise appropriation
      1. Process Owners
      2. Service Owners
      3. Definition of the RACI Chart
   8. Technology and Architecture – Overview of service management technology used, optimization of service management technology
   9. Revision of concepts: Mind map Study of the ITIL Framework
   10. Case Study I
   11. Case Study II
   12. Scenario-based mock exam

Takeaways

1. ITIL version 3 training manual
2. Selected ITIL mind maps
3. Process templates
4. Record templates

Date, Venue And Fees

Date :	15th and 16th January, 2009 (2 days)
Venue :	2nd Floor, Sawant House, Andheri-Kurla Road, Chakala, Andheri (E) Mumbai- 400099
Fees :	17,500 (plus service tax of 12.36%)

Training Facilitator

Khushbu Jithra – Practice Lead – Compliance Consulting