itSM

Workshops:
ITIL Foundation Course
ITIL intro for Managers
MOF intro for Managers
IT Service-CMM intro for Managers
ITIL-Compliant Infrastructure and Service Management Tools

Round table itSM/ITIL
Round table ITIL & itSM France
Round table Ongoing Competence and Career Development
Round table Cultural Influences on the Development of the various domains, frameworks and strategies

The increased business reliability on IT demands that computer systems are available and providing the levels of service required to enable the business to compete in today's market place.

IT Service Management is the key to achieving this fundamental standard, delivering a reliable, cost effective, quality service to the customer for the benefit of the business.

Every member of the IT department has a role to play in the provision of IT services to their customers. This responsibility is more acceptable if the staff acknowledge the disciplines of service management and fully appreciate why they have been implemented.

Although the UK Government originally created the ITIL, it was rapidly adopted across Europe as the standard for best practice in the provision of IT Service. Although the ITIL covers a number of areas, its main focus is on IT Service Management.

IT Service Management (ITSM) itself is divided into two main areas, Service Support and Service Delivery. Together, these two areas consist of 10 disciplines that are responsible for the provision and management of effective IT.

Service Support is the practice of those disciplines that enable IT Services to be provided effectively.

Service Delivery is the management of the IT services themselves, and involves a number of management practices to ensure that IT services are provided as agreed between the Service Provider and the Customer.