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Course Description:

This one day ITIL v3 Awareness course has been designed to provide a unique opportunity for learners to understand an introduction to the concepts of ITIL and ITSM. It provides an overview of the concepts within the ITIL best practices domain while also introducing the key ITIL processes. This non-certificate course explains how ITIL processes are driven by a Service Lifecycle to provide smooth functioning of organizations, thus ensuring high-quality services to their customers. It has been designed for learners who need a basic awareness of ITIL v3 as a general interest, as part of a larger program initiative as opposed to the full certification route or for those who may not be sure of their future v3 training path and want to assess ITIL / ITSM viability in their organization.


The Awareness course will be of interest to:

Targeted at everyone in the organization who works in an IT environment or at business users who communicate with IT. And more specifically IT Staff, IT and Business Executives and managers, and staff, IT Consultants, Key Business Users, IT Developers.


What You Will Learn

At the end of this course, the learner will be introduced to:

  • Current business challenges
  • Frameworks, Standards, Best Practices & Governance – where does ITIL fit?
  • IT Service Management concepts- what it is, and why it is so important for today’s IT organization
  • An understanding of the new ITIL V3 Services Management Life Cycle
  • How ITIL V3 compares with ITIL V2
  • A broad understanding of the latest V3 version of the IT Infrastructure Library – the five Life Cycle stages, as well as the processes and functions that make up the new ITIL framework
  • Key Benefits of implementing ITIL V3 for an IT organization
  • How ITIL can improve effectiveness and efficiency through best-practice processes and standardized functions
  • Key ITIL terminology that will enable you to “talk ITIL" and communicate more effectively
  • An awareness of the structure, key processes and functions that are a part of the IT Service

Management Life Cycle:

  • Service Strategy – How to position your IT strategy to align with business goals
  • Service Design – Transforming strategy into successful service design
  • Service Transition – Managing new or changed services, and preparing for deployment
  • Service Operation – Providing effective day-to-day support for on-going operations
  • Continual Service Improvement – A process for on-going process and servicev improvement


  • Relationships between the Life Cycle stages, and the processes
  • How ITIL can facilitate IT-Business alignment
  • Issues surrounding ITIL implementation, how to avoid the pitfalls, and ensure success
  • ITIL qualifications scheme

Duration: 1 day
Prerequisites: None
Course Student Material:
Students receive a copy of the classroom presentation
Material and copy of itSMF’S Pocket guide
About the Examination:
There is no exam associated with this awareness course.
None in the ITIL scheme
Course Delivery: In-house
Certificate: None



To register for public ITIL classes, logon to www.itgrc.lk and click on ITIL Certification. To arrange for special on-site delivery,

call +94 777 372697 +94 11 2825177, or email This email address is being protected from spambots. You need JavaScript enabled to view it.

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