Overview
PMI PDUs: 18
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This exciting and dynamic 3-day course introduces learners to the lifecycle of managing IT services to deliver to business expectations. As well as an engaging, case study based approach to learning the core disciplines of the ITIL best practice, this course also positions the student to successfully complete the associated exam, required for entry into the future ITIL v3 intermediate level training courses.
The ITIL Version 3 best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.
Audience Profile
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators.
Learning Objectives
At the end of this course, you will be able to:
• Identify the key principles and concepts of IT Service Management.
• Identify the benefits of implementing ITIL in an organization.
• Identify the Service Management processes and how they map to the Service Lifecycle.
• Identify the basic concepts and definitions related to the Service Lifecycle.
• Identify the activities and roles involved with the Service Lifecycle.
• Identify the relationship of each component of the Service Lifecycle and how they map to other components.
• Identify the factors that affect the effectiveness of the Service Lifecycle.
Prerequisite(s) Recommended
None, although a familiarity with IT service delivery will be beneficial.
Course Outline
Course Outline
Introduction and Service Lifecycle
- Mapping the Concepts of ITIL® to the Service Lifecycle
- How does the Service Lifecycle work for you?
- The four Perspectives of ITSM and it’s benefits
- What is ITIL® and it’s processes and procedures
Service Strategy
- Objectives
- Major concepts
- Creating Service Value
- Service packages and Service Level Packages
- Financial Management for IT Services
- Service Portfolio Management
- Demand Management
Service Design Concepts and Detail
- Service Design Processes
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- IT Security Issues and Management
- Procurement and Supplier Management
Service Transition
- Knowledge Management
- Service Asset & Configuration Management
- Change Management
- Release & Deployment Management
- Validation and Testing
Service Operation
- Functions and Processes: Help Desk, Technical and Application Management
- Service Operation Processes
- Event Management
- Incident management
- Problem Management
- Request Fulfillment
- Access Management
Continual Service Improvement
- Service Level Management
- Service Measurement and Reporting
- CSI Improvement Process
- Summary and Scenarios