ITIL Training

The IT Business Perspective: A Strategic Overview

Description
This intense three day workshop is the prerequisite to the rest of the program and is designed to provide participants with the essentials of IT executive management. The course is based on the teachings of the ITIL Enhanced Management Series books, together with results of research studies completed by leading universities and other bodies on IT best practices.

Length: 3 days

Cost:

Course Curriculum

Introduction

• Review of course agenda, group case study assignments and homework assignments
• Review of exam and certification process

The Role Of Information Technology In The Organization

• New Roles for the IT division: IT competence from the business viewpoint
• What does the new IT mean? Research findings of IT management best practices
• The senior IT manager: Research findings of skills, knowledge and leadership traits required to achieve optimum success in today's new business environments

ITIL Executive Overview

• Overview of the Information Technology Infrastructure Library (ITIL)
• Why senior IT managers should understand the purpose and major components of the library
• How to use ITIL as a strategy for delivering quality, business-driven IT services
• Key elements of the IT service management framework: Strategic benefits and business features of the 10 operational and tactical processes

ITIL Enhanced: The Business Perspective On Your IT Infrastructure

• Process of aligning IT capabilities with business strategy
• Process of planning IT service provisions
• Process of developing and implementing an IT improvement strategy
• Measuring IT's performance: What to measure and why
• Using a balanced scorecard as a strategy for identifying key performance indicators and achieving improvement goals

IT Business Excellence Framework: IT Executive Management Model

• Business model overview
• Details of the strategic IT leadership component
• Details of the policy and strategy component
• Details of the vendor and supplier relationships component
• Details of the business alignment and management processes component
• Details of the IT and business results component
• Details of the people management and employee satisfaction component
• Details of the customer satisfaction component