Description
Objectives
- Overview of the drivers for ITIL®
- Key differences between earlier version of ITIL® and current version of ITIL® – What are the major changes?
- New concepts, definitions and terminology
- Key processes and functions
Audience
- IT professionals interested in understanding the content and concepts of the new ITIL®, as well as understand the differences with previous ITIL® versions.
- Executives and key stakeholders
- Process Owners and Managers
- Senior technical and operational staff
- IT professionals and Consultants
- IT customers
Prerequisites
- General IT knowledge
- Preferably ITIL® awareness
- Students will complete at a minimum 18 hours of class time.
- Although not a requirement, some student daily study time is recommended.
- Sample exam will be discussed in the classroom to prepare students for the real exam.
- Course participants should follow our ATO accredited material and/or purchase the appropriate OGC publication to review and prepare for the exam; also the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance should be reviewed as well in preparation for the exam.
Duration
3 Days
Outline of ITIL Foundation Program Certification Program Training
Introduction to Service Management
- The evolution of Service Management
- Definition of Service and Service Management
- Service Management as best practice
- The importance of adopting a service and continual improvement culture and approach
- Interface to other framework and standards (i.e. ISO/IEC 20000)
The Service Lifecycle
- The purpose, objectives and scope of the five ITIL® service lifecycle stages
- Objectives and business value
- The main components (the new books) within the 5 stages in the lifecycle:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Generic concepts and definitions
The course will clarify and explain some of the key terminology and key concepts of Service Management. Specifically, the following key concepts:
- Utility and warranty
- Assets, resources and capabilities
- Service portfolio
- Service catalogue (both two-view and three-view types)
- Governance
- Business case
- Risk management
- Service provider
- Supplier
- Service level agreement (SLA)
- Operational level agreement (OLA)
- Underpinning contract (UC)
- Service design package
- Availability
- Service knowledge management system (SKMS)
- Configuration item (CI) and Configuration management system
- Definitive media library (DML)
- Change and Change types (standard, emergency and normal); Change proposals
- Event
- Alert
- Incident
- Impact, urgency and priority
- Service request
- Problem
- Workaround
- Known error and Known error database (KEDB)
- The role of communication in service operation
- Release policy
- Types of services
- CSI register
- Outcomes
- Patterns of business activity
- Customers and users
- The Deming Cycle (plan, do, check, act)
Key principles and models
- Service strategy
- Value creation through services
- Service design
- Understand the importance of people, processes, products and partners for Service Management
- Understand the five major aspects of service design
- Service solutions for new or changed services
- Management information systems and tools
- Technology architectures and management architecture
- The processes required
- Measurement methods and metrics
Phases and Processes: Service Strategy
- Purpose, objectives, scope, basic concepts, process activities and interfaces for:
- Service portfolio management
- The service portfolio
- Financial management for IT services
- Business case
- Business relationship management
Phases and Processes: Service Design
- Purpose, objectives, scope, basic concepts, process activities and interfaces for:
- Service level management (SLM)
- Service-based SLA
- Multi-level SLAs
- Service level requirements (SLRs)
- SLA monitoring (SLAM) chart
- Service review
- Service improvement plan (SIP)
- The relationship between SLM and BRM
- Service catalogue management
- Availability management
- Service availability
- Component availability
- Reliability
- Maintainability
- Serviceability
- Vital business functions (VBF)
- Information security management (ISM)
- Capacity management
- Capacity plan
- Business capacity management
- Service capacity management
- Component capacity management
- IT service continuity management
- Purpose of business impact analysis (BIA)
- Risk assessment
- Design coordination
- Information security policy
- Supplier management
- Supplier categories
Phases and Processes: Service Transition
- Purpose, objectives, scope, basic concepts, process activities and interfaces for:
- Change management
- Types of change request
- Change models
- Remediation planning
- Change advisory board / emergency change advisory board
- Lifecycle of a normal change
- Release and deployment management
- Four phases of release and deployment
- Knowledge management
- Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
- Service asset and configuration management
- Transition planning and support
Phases and Processes: Service Operation
- Purpose, objectives, scope, basic concepts, process activities and interfaces for:
- Incident management
- Problem management
- Event management
- Request fulfillment
- Access management
- Continual service improvement
- The seven-step improvement process
Phases and Processes: Continual Service Improvement
- Continual service improvement approach
- Understand the role of measurement for continual service improvement and explain the following key elements:
- Relationship between critical success factors (CSF) and key performance indicators (KPI)
- Baselines
- Types of metrics (technology metrics, process metrics, service metrics)
Phases and Processes: Functions
- The service desk function
- The technical management function
- The application management function with application development
- The IT operations management function
Phases and Processes: Roles
- Process owner
- Process manager
- Process practitioner
- Service owner
- RACI Model
Phases and Processes: Technology and Architecture
- Service automation assists and integrating Service Management processes