Itil Report

or4. KNOWLEDGE GAINED

During the training, I gained knowledge in the followin areas:-

* Comprehension of Service Management as a practice

* Comprehension Service Lifecycle including Service strategy, service design, service transition, service operation and continual service improvement.

* Comprehension of Key Principles and Models

* Awareness of generic Concepts

* Awareness of selected roles: Service level manager, change advisory board (CAB), Emergency change advisory board (ECAB) among others.

* Awareness of Technology and Architecture

* Awareness of ITIL Qualification scheme: Foundation, Intermediate, Managing across Lifecycle (MAL), ITIL Expert, and ITIL Master.

5. HOW INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY WILL BENEFIT SONYSUGAR

Why Implement ITIL in Your Organisation?

Many executives express frustration as they attempt to reign in the chaos and expense associated with their IT investments but find little in the way of substantive guidance. The IT Infrastructure Library (ITIL) is the worlds most widely accepted approach to the management and delivery of IT Services.

Many IT departments behave reactively, responding to events as they occur - for example, a server outage. Because unscheduled work tasks take priority over planned work, staff find that they are always behind. By implementing ITIL, an organisation can overcome this cycle and get clear insight into the Total Cost of Ownership (TCO) and activities in the IT department.

ORGANISATIONAL BENEFITS TO ITIL

Successful introduction of IT Service Management with ITIL should deliver the following benefits:

Retun on investment

Comapanies are beginning to value return on investment by addressing three key inputs to any project-people, process and technology. They then translate these into quantifiable returns, related to utility of the products and services they offer and the cost of delivering them.

Once investment are viewed in this context,...