ITIL@CERN awareness course

Many are aware that IT and GS will introduce new processes and tools to report and follow up on incidents and requests.
A new central service-desk will start on 1/2/2011 and the Remedy system will be replaced by a new tool.

From contacts with people in GS and IT we know many of you are not fully aware what we are trying to achieve with the new service-desk, new incident and request processes and the new tools that are being put in place.

Both in GS and IT a lot of people that are involved in request fulfilment and incident management have never followed an ITIL course, nor participated any of the awareness training sessions given during 2009.

For anyone interested  in GS and IT (including the people employed by external contractors) we have organized a half a day ‘accelerated’ service management awareness training session.
The training will be in English and given by a professional trainer.

The training will take place the 11th of January from 14:00 to 17:30 in 30-7-018 (Kjell Johnsen Auditorium) which has a capacity of 190 people.

The training will cover a general introduction to service management, best practice in the area of service management and ITIL with focus on practical application to CERN.
This training does not cover the usage of the new tool (for this other training is planned).

The training is specially aimed at the people that have not participated in the awareness sessions in 2009 (or have forgotten) and have not followed the ITIL foundation training, but anyone interested from IT and GS is welcome.