SUMMARY:   ITIL version 3 places emphasis on IT service strategies, design, transition and continuous service improvement. The focus will be positioning ITIL processes at appropriate, multiple points in the development of IT services and their subsequent release to customers. This ITIL V3 awareness workshop provides the audience with an understanding of the expanded scope of ITIL V3 and the key concept of IT Service Lifecycle management. The sessions will be aligned to the needs of the various ITIL stakeholders. The ITIL v3 Awareness course is a whole-day course designed to provide participants just the right level of information needed. ITIL v3 Awareness is an important first step when beginning to consider the implementation of ITIL and an effective, efficient component of an ITIL implementation program. ITIL v3 Awareness is a high-level course intended for IT professionals responsible for planning and executing service management improvement initiatives. This course is right for those with or without prior experience or knowledge of ITIL. The course aims to provide an awareness level of knowledge in the following areas: Service Management as a practice Service Lifecycle Key Principles and Models Key Concepts Selected Processes Selected Roles Selected Functions Technology and Architecture ITIL Qualification scheme This course is a great introduction for individuals prior to taking the ITIL v3 Foundations class. This course will help prepare students toward the v3 Foundations class. AUDIENCE:   This workshop is suitable for executives, managers, project team leaders, team leaders and IT Staff – anyone having a responsibility for the quality of services delivered in support of customers’ business operations. It was designed for anyone involved or likely to be involved in any aspect of an IT Service Improvement Program including business stakeholders who interface with IT. PREREQUISITES:   There are no prerequisites for this course although a background in IT as well as the participant’s own business environment will be beneficial. DURATION:   1 day APPROACH:   Instructor-led, group-paced, classroom-delivery learning model with structured hands-on activities and appropriate case study analysis and discussion. OBJECTIVES:   The workshop provides the attendee with a comprehensive introduction to IT Service Management and what it takes for an IT organization to achieve business and IT alignment, repeatable processes and demonstrable IT service value. It introduces the basic concepts of IT Service Management as described within the IT Infrastructure Library (ITIL). The attendee is introduced to IT Service Management Lifecycle and how it can be used to relate IT services directly to business processes and how to establish the link between IT service and IT value. At the end of this course, participants will be able to: Explain the concept of IT Service Management Describe what ITIL is and how it is being adopted worldwide Describe the Service Lifecycle and cite the objectives and business value for each phase in the lifecycle COURSE CONTENT:   Introduction to ITIL Service Management This module introduces the participant to the concept of IT Service Management and what ITIL is, its history, and how it is being adopted worldwide. Concepts of Service Management ITIL Service Management ITIL History ITIL v2 to v3 Changes The Service Lifecycle This module describes the Service Lifecycle and the objectives and business value for each phase in the lifecycle. The Service Lifecycle Service Strategy Service Design Service Transition Service Operations Continual Service Improvement Summary This module reviews the key learning points of the course and provides an opportunity for final discussion and clarification. Case study analysis and discussion Summary Next Steps AM/07