Planning Information
The duration of this course is 5 Days.
Classes are priced from $2,995.00. See individual sessions for details.
Description
Intended Audience
- Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
- IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program.
At Completion
- Service management as a practice (comprehension)
- The ITIL service lifecycle (comprehension)
- Generic concepts and definitions (awareness)
- Key principles and models (comprehension)
- Selected processes (awareness)
- Selected functions (awareness)
- Selected roles (awareness)
- Technology and architecture (awareness)
- Competence and training (awareness)
Materials
Digital Microsoft Official Curriculum
Course Outline
Module 1: Introduction
Module 1 includes Service Management as a Practice, Key Roles, Competence and Training describes the concepts of Good Practice, Services, and Service Management. It also defines Processes, Functions, and the concepts of a Process Model. It includes coverage of key roles in service management and competence and training (150m; 90 for service management as a practice; 45 for key roles in service management; 15m for competence and training).
- Describe the concept of best practices in the public domain (SS 2.1.7)
- Describe and explain why ITIL is successful (SS 1.4)
- Define and explain the concepts of:
- Service (SS 2.2.1)
- Internal and external customers (SS 3.2.1.2)
- Internal and external services (SS 3.2.2.3)
- Service management (SS 2.1.2)
- IT service management (SS 2.1.3)
- Stakeholders in service management (SS 2.1.5)
- Define Functions and Processes (SS 2.2.2, 2.2.3.1)
- Explain the process model, characteristics of processes (SD 2.2.2, Fig. 2.5)
- Account for the role and the responsibilities of the:
- Process owner (SD 6.3.2)
- Process manager (SD 6.3.3)
- Process practitioner (SD 6.3.4)
- Service owner (SD 6.3.1)
- Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure (SD 3.7.4.1, tab 3.2, not RACI-VS or RASCI)
- Give an overview of:
- Competence and skills for service management (SD 6.5.1)
- Competence and skills framework (SD 6.5.2)
- Training (SD 6.5.3)
Module 2: The ITIL Service Lifecycle
Module 2 covers the structure, scope, components, and interfaces of the Service Lifecycle and outlines the goals, objectives, and value of the five lifecycle phases (60m).
- Describe the structure of the ITIL service lifecycle (SS 1.2, Fig. 1.1)
- Account for the purpose, objectives, and scope of:
- Service Strategy (SS 1.1.1, 1.1.2)
- Service Design (SD 1.1.1, 1.1.2)
- Service Transition (ST 1.1.1, 1.1.2)
- Service Operation (SO 1.1.1, 1.1.2)
- Continual Service Improvement (CSI 1.1.1, 1.1.2)
- Briefly explain the value the lifecycle phases provide to the business:
- Service Strategy (SS 1.1.4)
- Service Design (SD 1.1.4)
- Service Transition (ST 1.1.4)
- Service Operation (SO 1.1.4)
- Continual Service Improvement (CSI 1.1.4)
Module 3: Service Strategy
Module 3 covers Service Strategy (110m; 85m for process, generic concepts and definitions; 25m for key principles and models).
- State the purpose, objectives and scope for:
- Service Portfolio Management (SS 4.2.1, 4.2.2)
- The Service Portfolio (SS 4.2.4.1, Fig. 4.14)
- Financial Management for IT services (SS 4.3.1, 4.3.2)
- Business case (SS 3.6.1.1)
- Business Relationship Management (SS 4.5.1, 4.5.2, Tab 4.10)
- Define and explain Service Strategy generic concepts and definitions:
- 03-1. Utility and warranty (SS 2.1.6 )
- 03-39. Outcomes (SS 2.1.1)
- 03-8. Service provider (SS 2.1.4)
- 03-41. Customers and users (SS 2.1.5)
- 03-10. Supplier (SS 2.1.5)
- 03-2. Assets, resources, capabilities (SS 2.2.1)
- 03-5. Governance (SS 2.3.1)
- 03-36. Define and explain Types of services (SS 3.2.2.4, Tab 3.5)
- 03-6. Business case (SS 3.6.1.1)
- 03-3. Service portfolio (SS 4.2.4.1, Fig. 4.14)
- 03-40. Patterns of business activity (SS 4.4.5.2)
- 03-7. Risk management (SS 5.6.5.1, 5.6.5.2)
- Define and explain Service Strategy key principles and models
- Describe value creation through services (SS 3.2.3, 3.2.3.1, Fig 3.6, Fig. 3.7, not section on “Marketing mindset”)
- Explain how service automation assists with expediting service management processes (SS 7.1)
Module 4: Service Design
- Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for Service level Management (SLM) (SD 4.3.1. 4.3.2, 4.3.6.4)
- Service-based SLA (SD 4.3.5.1)
- Multi-level SLAs (SD 4.3.5.1, Fig. 4.7)
- Service level requirements (SLRs) (SD 4.3.5.2)
- SLA monitoring (SLAM) chart (SD 4.3.5.5, CSI Fig. 4.4)
- Service review (SD 4.3.5.6)
- Service improvement plan (SIP) (SD 4.3.6.3)
- The relationship between SLM and BRM (SD 4.3.2.1)
- State the purpose, objectives, and scope for:
- Service Catalog Management (SD 4.2.1, 4.2.2)
- Availability Management (SD 4.4.1, 4.4.2)
- Service availability (SD 4.4.4.2)
- Component availability (SD 4.4.4.2)
- Reliability (SD 4.4.4.3)
- Maintainability (SD 4.4.4.3)
- Serviceability (SD 4.4.4.3)
- Vital business functions (VBF) (SD 4.4.4.3)
- Information Security Management (ISM) (SD 4.7.1, 4.7.2)
- Information security policy (SD 4.7.4.1)
- Supplier Management (SD 4.8.1, 4.8.2)
- Supplier categories (SD 4.8.5.3, Fig. 4.28)
- Capacity Management (SD 4.5.1, 4.5.2)
- Capacity plan (SD 4.5.6.3)
- Business capacity management (SD 4.5.4.3)
- Service capacity management (SD 4.5.4.3)
- Component capacity management (SD 4.5.4.3)
- IT Service Continuity Management (SD 4.6.1, 4.6.2)
- Purpose of business impact analysis (BIA) (SD 4.6.5.2)
- Risk assessment (SD 4.6.5.2)
- Design coordination (SD 4.1.1, 4.1.2)
- Define and explain Service Design generic concepts and definitions:
- 03-4. Service catalog (both 2 / 3-view types)
(SD 4.2.4.5, Fig. 4.4, Fig. 4.5) - 03-11. Service level agreement (SD 4.3.4)
- 03-12. Operational level agreement (SD 4.3.4)
- 03-13. Underpinning contract (SD 4.8.4.2)
- 03-14. Service design package (SD Appendix A)
- 03-15. Availability (SD 4.4.4.3)
- Define and explain Service Design key principles and models
- Explain the importance of people, processes, products and partners for service management (SD 3.1.5, Fig 3.3)
- Discuss the five major aspects of Service Design (SD 3.1.1)
Module 5: Service Transition
- Explain the high level objectives, basic concepts, process activities and relationships for:
- Change Management (ST 4.2.1, 4.2.2, 4.2.4.6, 4.2.6.4 , 4.2.6.5)
- Types of change request (ST 4.2.4.3, Table 4.3)
- Change process models and workflows (ST 4.2.4.4)
- Standard change (ST 4.2.4.5)
- Remediation Planning (ST 4.2.5)
- Change Advisory Board / Emergency Change Advisory Board (ST 4.2.6.8)
- Service Asset and Configuration Management (SACM) (ST 4.3.1, 4.3.4, 4.3.5):
- The Configuration Model; Configuration items; Configuration Management System (CMS); Definitive Media Library; Configuration baseline
- State the objectives and basic concepts for:
- Release and Deployment Management (ST 4.4.1, 4.4.4)
- Knowledge Management (ST 4.7 Intro, 4.7.1, 4.7.4) including DIKW & SKMS
- Define and explain Service Transition generic concepts and definitions:
- Service knowledge management system (SKMS) (ST 4.7.4.3)
- Configuration item (CI) (ST 4.3.4.2)
- Configuration management system (ST 4.3.4.3)
- Definitive media library (DML) (ST 4.3.4.4)
- Change (ST 4.2.4.4)
- Change types (standard, emergency and normal) (ST 4.2.4.3, 4.2.4.7, 4.2.5.11)
- Release policy (ST 4.1.4.2)
- Change proposals (ST 4.2.4.6)
Module 6: Service Operation
- Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
- Incident Management (SO 4.2, Fig. 4.2)
- Problem Management (SO 4.4, Fig. 4.4), not PM techniques
- State the purpose, objectives and scope for::
- Event Management (SO 4.1 Intro, 4.1.1, 4.1.4); Request Fulfillment (SO 4.3 Intro, 4.3.1, 4.3.4); Access Management (SO 4.5 Intro, 4.5.1, 4.5.4)
- Explain the role, objectives and organizational structures for the Service Desk function (SO 6.3, 6.3.1, 6.3.2, 6.3.3, Fig. 6.2, 6.3, 6.4)
- State the role and objectives of:
- The Technical Management function (SO 6.4.1, 6.4.2)
- The Application Management function (SO 6.6.1, 6.6.2) with Application Development (SO 6.6.6.1, Tab 6.2)
- The IT Operations Management function (IT Operations Control and Facilities Management) (SO 6.5.1, 6.5.2)
- Define and explain Service Operation generic concepts and definitions:
- Event (SO 4.1 1st paragraph)
- Alert (Glossary)
- Incident (SO 4.2 1st paragraph)
- Impact, urgency and priority (SO 4.2.5.4)
- Service request (SO 4.3 1st paragraph)
- Problem (SO 4.4 1st paragraph)
- Workaround (SO 4.4.5.6)
- Known error (SO 4.4.5.7)
- Known error database (SO 4.4.7.2)
- The role of communication in service operation (SO 3.6)
Module 7: Continual Service Improvement
- State the purpose, objectives and scope for the seven-step improvement process (CSI 3.9.3.1, 4.1, 4.1.1, 4.1.2, Fig. 3.4)
- Define and explain CSI generic concepts and definitions:
- 03-38. CSI register (CSI 3.4)
- 03-42. The Deming Cycle (plan, do, check, act) (CSI 3.8, Fig. 2.8)
- Define and explain CSI key principles and models:
- Explain the CSI approach (CSI 3.1, CSI 3.1.1, Fig 3.1)
- Describe 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) (CSI 5.5.1)
- Baselines (CSI 3.9.1)
- Types of metrics (technology, process, service metrics) (CSI 5.5)
Module 8: Summary and Exam Preparation
Module 8 summarizes the course and prepares you to take the ITIL Foundation certification examination (120m, including 60m mock exam).
Module 9: Optional Review
This optional module is used during exam revision to review generic concepts and definitions and key principles and models covered in unit 3 and 4 (ITILFND03 and ITILFND04, respectively) of the syllabus; coverage of the concepts in these syllabus units is embedded in modules 1-7 of the course; they are reiterated here during the optional review to reinforce learning.
Lessons
- Generic Concepts and Definitions in Service Management
- Key Principles and Models of Service Management
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