Itil Service Support

1. Why you need Service Management, the benefits
2. Why you should use ITIL "best practice" for your Service Management
3. Understanding and defining Quality
4. The key features of the six disciplines of Service Support : Configuration Management, Service Desk, Incident Management, Problem Management, Change Management and Release Management
5. Practical examples and discussion of the issues surrounding the six disciplines
6. Understanding customer requirements to enable quality services to be provided
7. The need for processes and procedures
8. The importance of providing accurate Management Information
9. The need for reviews and reporting to measure delivery of services
10. Practicalities of implementing Service Management disciplines
11. Process diagrams for key Service Support activities
12. Preparation for the ISEB exam