DATA SHEET

Information Technology Infrastructure Library (ITIL) Version 3

1-Day Overview and Simulation The Information Technology Infrastructure Library (ITIL) 1Day Overview and Simulation is designed for organisations
Industry analysts note that 80 percent of unplanned system downtime is not caused by technology, but by people and process issues. It is vital that enterprises augment technology with skilled IT staff that are using bestpractice IT Service Management processes. Microsoft understands that customers need best-practice IT Service Management (ITSM) guidance to support its best-in-class technology. The Information Technology Infrastructure Library version 3 provides that guidance, as a framework derived from good practice in service management.

that want their teams to quickly

understand, and experience, the requirements of effective IT Service Management and how that can be achieved through the application of the ITIL Service Lifecycle framework.

Overview and Simulation

This Overview and Simulation is a one-day, instructor-led workshop that: Identifies the need for IT Service Management guidance to support the people/process/technology triad for all IT services Briefly discusses approaches to IT Service Management Introduces the Information Technology Infrastructure Library as an IT Service Management framework Describes and defines the components of ITIL v3

McKinley Simulation
The workshop includes a multi-round instructor-led operational simulation that brings key ITIL concepts to life, so that students understand how their proper application can bring stability and predictability to IT Service delivery.

Target Audience
IT managers and/or directors charged with reducing costs and improving availability. IT professionals who seek to improve the operation of their systems. IT service delivery managers responsible to the business for the performance of a solution or system

Syllabus
IT Service Management Overview:
What is an IT Service? IT Service Management (ITSM) as a strategic capability Best Practices, Frameworks and Standards as ITSM guidance

ITIL v 3 Service Lifecycle Overview: Service Operation

Functions Incident Management Request Fulfillment Access Management Event Management Problem Management

Service Transition
Service Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management

Service Design
Service Catalogue Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Supplier Management

Service Strategy
Strategy Generation Service Portfolio Management Financial Management Demand Management

Continual Service Improvement

For more information

Contact your Microsoft Technical Account Manager or Representative
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