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ITIL 1/2 Day Introduction

Schedule
The ITIL Introduction is for IT professionals who are indirectly involved in an ITIL initiative and would benefit from a general understanding of ITIL concepts and terminology. These sessions will last approximately 4 hours and there is a maximum of 15 individuals per session.

Agenda
Topic Objectives Timeline
Session Introduction Introduce PDS
Enterprise vision and link to ITIL
Why this session is talking place - importance of the people attending the session 		5 minutes
ITIL Overview What is ITIL
ITIL's holistic view of IT Service Management 		45 minutes
Q&A session Answer Questions 10 minutes
ITIL Support Review each of the following for the ITIL Service Support disciplines:
Goals
Key definitions/Terminology
Core Process
Relationships 		75 minutes
Break   15 minutes
ITIL Delivery Review each of the following for the ITIL Service Delivery disciplines:
3. Goals
Key definitions
Core Process
Relationships 		75 minutes
Q&A, session deltas and close Answer questions
Obtain feedback 		15 minutes