IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer’s perspective of IT’s contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.
The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them. IT Service Management in the broader sense overlaps with the discipline of IT portfolio management, especially in the area of IT planning and financial control.
ITIL is the most widely accepted approach to IT service management in the world. Providing a cohesive set of best practice guidance drawn from the public and private sectors across the world, it has recently undergone a major and important refresh project.
What ITIL is all about
ITIL is best practice in IT Service Management, developed by OGC and supported by publications, qualifications and an international user group. ITIL is intended to assist organisations to develop a framework for IT Service Management. Worldwide, ITIL is the most widely used best practice for IT Service Management.
ITIL is the most widely accepted approach to IT service management in the world, with world class practices supported by quality services from a wide range of service providers, accredited training agencies, consultancies and professional qualifications. Users of ITIL are supported by exam and user group organisations that can support training and adoption of the methodology. The best-practice processes promoted in ITIL both support and are supported by the British Standards Institution’s Standard for IT Service Management (BS15000) and later ISO 20,000.
What the difference between Version 2 and Version 3 is
The key difference is that V3 articulates the relationship between IT and the business far more clearly than earlier versions of ITIL. Instead of focusing on processes as in V2, V3 considers a wider view of IT by considering the Lifecycle of a service from its initial planning, which should be aligned to the business need, through to its final retirement. This allows a more thorough treatment of strategic options, functions, roles and responsibilities as well as continual improvement. The existing processes from earlier ITIL versions remain in Version 3 but have been improved and added to. ITIL V3 also looks more closely at alignment with other best practices and standards.
Below is the general course outline of our IT Service Management training program. Every course contains classes where the delegates take mock exams and examine practical case studies.
Every course also features a Longhall Consulting Business Productivity Tool (BPT), which though not part of the course instruction required for examination, they are however usefull as they arm our clients with tools that will not only make them better managers but also improve the quality of their ouput in the work place.
LONGHALL CONSULTING IT SERVICE MANAGEMENT GENERAL COURSE OUTLINE
Introduction to IT Service Management
IT Service Strategy
IT Service Design
IT Service Transition
IT Service Operation
Continual Service Improvement
Longhall Consulting Business Productivity Tool (BPT): Capability Maturity Model Integration (CMMI)