ITIL Foundation - Awareness for Decision Makers

ITIL® 2011 Awareness for Decision Makers (.5 Days)

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.

This course is designed and developed to introduce Executives and senior management 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


Half day

Delivery Methods

- Instructor led Classroom environment
- Virtual Web based


This program is for Executives and Senior Management who:

  • Need to understand the value associated with service improvement initiatives based in the ITIL® lifecycle model and Framework
  • Are working in any aspect of IT Service Management
  • Need a greater awareness of IT Service Management best practices
  • Are implementing or would like to implement one or more of the ITIL® Service Management based processes, in an IT environment
  • Intend to acquire knowledge of the ITIL® 2011 framework
  • Have started the implementation of processes based on earlier version of ITIL® and want to know how the new version will affect their initiative
  • Are IT customers and require an understanding of how service support and delivery are best achieved and/or improved


  • No prerequisite required for this program

Program Objectives

The program will provide Executives and Senior Management with the training to enhance their understanding of the ITIL® framework and expose its numerous benefits to an organization.

Program Contents

The ITIL Executive Overview Course includes:

  • Introduction to ITSM and ITIL® service lifecycle models
  • Overview of ISO/IEC 20000 international standard for Service Management
  • The ITIL® approach to IT Service Management in achieving business objectives
  • ITIL® Implementation requirements and benefits
  • ITIL® Understanding how ITSM and ITIL® can help to achieve ROI

Program Material (handout)

A printed copy of the instructor's presentation will be distributed to the participants.

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