Course Overview
A half-day session for Executives, Senior Management and decision makers who need an in-depth understanding of the values associated with service improvement initiatives based on the ITIL® Service Lifecycle Framework, and require a greater awareness of IT Service Management best practices. 100% Lecture – ITIL® common language, concept overview, service lifecycle model, process and inter-relationships, senior management involvement (roles and responsibilities), initiating a service improvement program, critical success factors of ITSM programs. This course is designed and developed to introduce Executives and Senior management levels to the ITIL® Framework, and how it can initiate, improve or enhance internal organizational common understanding. Among other benefits, the introduction will describe the ITIL® service lifecycle Framework approach to accomplishing the following: Alignment of business requirements and IT capabilities Improve the relationship of IT processes across the organization Improve IT service quality across the organization Achieve efficient and effective delivery and support of IT services Improve cost efficiency and enhanced resource utilization Increase customer / user satisfaction Enhance the customer and user relationship with the IT organization Understand the roles and responsibility of senior management and the IT service culture Recognize the critical success factors in the implementation of Best Practice
Prerequisites
No prerequisite required for this program Maximum of 20 canbdidates per course. Required # of study hours 18 hours
Syllabus
Audience The target group for this program is: Individuals who require an understanding of COBIT® Governance framework, associated processes and how it may be used to enhance the quality of IT service management within an organization. IT professionals that are working within an organization that has adopted and adapted ITSM as its standard to managing IT Services. This may include but is not limited to, IT professionals, business managers and business process owners. Content and Objectives Through a series of lectures designed at achieving a clear understanding of the COBIT®    -  Governance and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to discover and better understand:  How IT management issues are affecting organizations   –  The need for a control framework driven by the need for IT Governance   -   How COBIT® meets the requirement for an IT Governance Framework   -   How COBIT® is used with other standards and best practices   -   The functions that COBIT® provides and the benefits of using COBIT®    -  The COBIT® Framework and all the components of COBIT® (Control Objectives, Control Practices, Management Guidelines, Assurance Guidelines)    -  How to apply COBIT® in a practical situation   -  How the use of COBIT® is supported by the ITGI   The Course Content addresses the following: Need for an IT control framework and how this is addressed by COBIT®   -   The elements of the COBIT® Framework with practical examples   -   IT governance issues and how COBIT® addresses the need for sound IT governance   -   The components of the COBIT® Framework   -   How to apply COBIT® in practice 1. Introduction to COBIT® Positioning of COBIT® from control objectives to IT governance   -   Governance concepts and IT issues and how COBIT® is useful in these matters 2. The need for control and a control framework What is the business risk?   -   Achieving business objectives   -  Defining what is control   -   How to control and manage IT processes   -   The benefits of using COBIT® to support control and governance of IT 3. Introduction to COBIT® Terminology COBIT® as an IT Framework    -  The Information Criteria   -   Information Resources   -   The Domains   -   The IT Processes   -   The Control Objectives   -   The Management Guidelines   -   The Audit Guidelines 4. Applying COBIT® in practice 5. Introduction to Implementation Tools The program includes the following program material: Student binder   -   Instructor presentation   -   COBIT® 4.1 material   -  Quiz questions   -   Added value information   -   Acronyms and glossary   Simulation and practical application We provide the students with real life experiences; we use the client organization as Case ITIL® is a registered trade mark of AXELOS LimitedThe Swirl logo is a trade mark of AXELOS Limited
