From a service desk perspective, ITIL foundation traiing has proven to be effective in providing a consistent and complete approach to superior delivery of IT services. This seminar describes the processes, concepts, roles, responsibilities, and functions within the IT organization, which enables the delivery of services in support of the business based on the IT Infrastructure Library (ITIL) best practices guidelines for IT Service Management.

Everyone can benefit from a common IT service langage by all levels of management, service professionals, and technicians alike.

The focus is on service desk and customer relations. It is designed to be interactive using advanced learning methodologies. The course covers the following processes and functions:

Course Objectives

1. Introduce ITIL terms, concepts and structures. This includes a thought provoking questionnaire into existing IT processes.

2. Understand and remember the concepts, processes, and functions of IT's best practices based on the IT Infrastructure Library (ITIL).

3. Focus on the service desk and quality customer/user support.

4. Provide superior learning and remembering methods through advanced NLP principles and "superlearning" applications.

Benefits

1. Quick one-day introduction to ITIL

2. More effective IT service support and delivery leading to increased customer/user and staff satisfaction.

3. Improved team work within the IT delivery organization.

Duration

ITIL Overview is a one-day seminar designed to introduce ITIL terminology and processes. This seminar includes handouts, a thought provoking questionnaire, and an effective and colourful double-sided summary of illustrations showing the processes and ITIL data structures, called "ITIL at a Glance".

*ITIL is a registered trademark of OGC, the UK's Office for Government Commerce

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For more information call our office at 1-888-737-2327.