The ITIL® Awareness workshop provides a high level overview of IT Service
Management and IT Service Management Best Practices based on ITIL®. Participants will learn the principles, core elements and benefits of the Service Lifecycle approach to IT Service Management according to ITIL®. This course can be given as a lecture only or with the Wall Street Service Management simulation experience (classroom only).
The Wall Street simulation is Quints unique approach to enhancing the Service Lifecycle learning experience in that it allows the students to experience for themselves how Service Management can be of benefit to an organization.
Course and Learning Objectives:
At the end of this course, you will:
- Gain a basic understanding of the main processes, relationships, benefits and challenges of ITIL®
- Gain insight into the holistic Service Lifecycle approach that forms the core of ITIL®
- Understand how these processes contribute to making an IT organization manageable
Participants will learn the principles and core elements of the Service Lifecycle approach to IT Service Management according to ITIL®. An interactive approach is used combining lecture and discussion. The Wall Street simulation is optional for the full day instructor led course.
The workshop can be delivered as either a half day or one day session and can involve an initial customer intake to increase the situational awareness of the instructor.
Course Student Material:
Students will receive a class workbook containing all of the presentation materials and course notes.
Additional reference materials are not required for this course.
There are no prerequisites for this course. Experience in IT management is an advantage.
IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.