Course details

ITIL® V2 Overview
1 day

Forthcoming dates for this course

We don't have any public sessions lined up at the moment, but if you would like The Grey Matters to conduct a private course within your organisation, please contact us for more details.

This one-day intensive instructor-led workshop is designed to introduce the need for Service Management, its components and the benefits that can accrue from its implementation. This will enable an understanding of the impact Service Management can make on customer satisfaction and on the return on IT investment. The workshop consists of formal lecturing, discussions and exercises. There will also be an opportunity for questions and answers.

Delegates will learn how to:

  • Appreciate the concepts of Service Management: a controlled and disciplined approach to the support and delivery of quality IT services.
  • Interpret the contents of ITIL® (Information Technology Infrastructure Library), the de facto standard for Service Management.
  • Appreciate the crucial role Service Management plays in ensuring both the customer and supplier understand an organisation's business and IT requirements.
  • Justify ITIL® as the framework for effective Service Management.

    • Course outline

    Introduction to Service Management

  • What? & Why?
  • Today's IT environment and issues
  • How to get more value out of IT
  • Service Management as a framework to close the gap between IT & business

    • ITIL®

  • Origin
  • Objective
  • Scope
  • Customer focus

    • The 11 ITIL® disciplines

  • Service Desk
  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management
  • Capacity Management
  • Financial Management for IT services
  • Availability Management
  • Service Level Management
  • IT Service Continuity Management

    • Implementing ITIL®

  • Key principles
  • Assessment: benefits & problems
  • Success ingredients
  • Hints for successful implementation of Service Management

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    ITIL® is a Registered Trade Mark of the Cabinet Office.
    IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office.
    PRINCE2® is a Registered Trade Mark of the Cabinet Office. These courses are run in partnership with WWP Training.
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