DIGANO - Making a Difference

WHAT

The IT Infrastructure Library (ITIL) is accepted as the most effective and efficient framework for managing and controlling the quality and costs of delivering IT services and keeping them aligned with business needs and ever changing business direction.

This course provides an overview of the following topics:

The course is based on the ITIL volumes "Service Support", "Service Delivery" and "Security Management".

ITIL is a framework based upon world best practices.

WHY

As the impact of global business competition is increasingly felt by organisations worldwide, technology is changing at light-speed, knowledge becomes harder and harder to retain, and outages of IT systems start to affect the survivability of organisations, one can no longer afford to operate a business in today’s world without structure and control.

Organisations need structure and control in order to survive.

WHO

The IT Service Management Overview course is suitable to anyone with an affinity or interest in management best practices. Although it is beneficial to have some experience with IT, this is not a prerequisite as this course focuses on the management of IT, not on the underlying IT technology. After successful completion of this course candidates will be able to follow courses on a Practitioners, Cluster or Masters level.

There are no prerequisites for this course, other than a good mood, sense of humour and willingness to learn from each other.

There is no exam available for this course.

WHEN

The IT Service Management Overview course can be scheduled as an internal course by any organisation in the world at a place and time that suits them, and at the same time also fits in our schedule. The course is available in either a half or full day format.

Please refer to our online schedule for public training dates in your region.

This course comes with full online support resources, such as mock exams, summaries and templates. The course has been developed in Australian/UK English, but on request, can be tailored to meet local conditions, language and culture.

Whenever you feel it’s time to increase quality of services, reduce costs, and realign IT with the Business.

WHERE

The IT Service Management Overview course runs regularly in all major cities of Australia and New Zealand. However, we support any organisation anywhere in the world when it comes to IT Service Management.

On request internal courses can be arranged to suit your own specific needs. Organising your own internal courses is typically more efficient and can be tailored to gain maximum effect.

We typically recommend an offsite training venue, not co-located with the work-environment, to provide students with maximum learning experience.

Whenever you feel it’s time to increase quality of services, reduce costs, and (re-)align IT with the Business.

HOW MUCH

Please contact DIGANO if you would like to run an overview course in your own organisation.

Knowledge is the engine that makes your organisation run. Keeping the engine lubricated is priceless.

PREVIEW

We don't believe in slides and presentations with lots of text, but do believe in interactive discussion, pictures, animation, games, puzzles, quizzes, role-play and use of video. In others words - we are "Making a Difference" - we are creative communicators! We also believe in using online resources to add to the value of class-room based training. We call this hybrid (or blended) training and it seems to work a lot better than following only online or only class-room based training.

Quality is Life - Life is Quality!

TEST

Please try to answer the following seven questions. These are questions for which the anwers will be provided in the course.

1. Mention six key benefits of using IT Service Management in your organisation.
2. Describe three key differences between Service Support and Service Delivery processes.
3. Why does it make sense to follow a clustered course, rather than individual practitioners courses?
4. Mention six key benefits of why you should be using ITIL - I mean - you personally.
5. High level - what does an ITIL implementation look like?
6. What three key factors make or break the succes of an ITIL implementation?
7. What do Change Management, Service Desk, and Service Level Management have in common?

Knowledge is nothing without the abilty of applying it to the real world.