• IT Managers
• Support Team Leaders
• Service Desk Supervisors
• Change Managers
• Service Level Managers
• Problem Managers
• Operations Managers
• Account Managers who interact between the business and IT

After completing this ITIL training course, students will understand the concepts of how to manage and deliver an IT Service which is tailored to meet the needs of the business, using best practice as a guide. This will be achieved by developing an understanding of how all of the departments and sections within the IT organisation, work together to deliver the service. This includes activities such as Change Management, Availability Management and Root Cause Analysis.

• The history and philosophy of ITIL and IT Service Management
• Understanding services and the business context of IT
• Process theory and development
• Key Definitions and Terminology of the ITIL model
• The IT Service Lifecycle Model - covering the principles, activities, models and goals of each of the five stages in the Lifecycle Model and the Processes related to these stages:
• Service Strategy
  • Service Portfolio Management
  • Demand Management
  • Financial Management
• Service Design
  • Service Level Management
  • Service Catalogue Management
  • Availability Management
  • Information Security Management
  • Supplier Management
  • Capacity Management
  • IT Service Continuity Management
• Service Transition
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
• Service Operation
  • Incident Management
  • Event Management
  • Request Fulfillment
  • Problem Management
  • Access Management
• Continual Service Improvement
• The interaction between these lifecycles, processes and also other IT management models
• The technology implications of ITIL and selecting appropriate software.
• Advice, recommendations and discussion on how to make use of ITIL and how to apply it in an organisation.