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ITIL Overview Training
WhenMonday, Oct. 29, 2018, 9 a.m. – 4:30 p.m.
WhereUW Tower, 22 floor Magnolia Conference Room

Join us for an overview of the ITIL framework and the ITSM processes UW-IT has implemented.

The session will include the following:

  • Introduction to IT Service Management
  • Service Management vs technology management
  • Benefits and business drivers for adoption
  • High level overview of the Service Lifecycle, Key Concepts, and Processes
  • Detailed overview of the following ITSM processes:
  • Incident management
  • Problem management
  • Change management
  • Request fulfillment
  • Service catalog management
  • Configuration management (as a subset of Service Asset and Configuration Management)
The session will NOT include the following:
  • UW Connect training on how to manage records in the system
  • Detailed descriptions of UW-IT’s version of these process implementations, although we’ll provide clarifications and/or examples where needed
  • ITIL foundations certification-level training or exams
Presenters: Anil Dissanayake, Principal ITSM Consultant, with commentary by Mary Mulvihill, Service Management Office Director, and Leetza Pegg, Business Analyst with the Service Management Office

Campus roomUW Tower, Floor 22, Magnolia
Event typesSpecial Events
Event sponsorsMary Mulvihill
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