Target Audience
This one day workshop is relevant to anyone involved in the delivery of support of services and providing foundation understanding into the best practice world of Service Management. It is applicable to anyone involved in the management or day-to-day practice of Service
Management, in-house or outsourced or defining new processes or refining existing processes.
Quality Approach
In the past, many IT organizations were internally focused and concentrated on technical issues. These days, businesses have high expectations towards the quality of service and these expectations change with time. This means that for IT organizations to live up to these expectations, they need to concentrate on service quality and a more Customer oriented approach. Cost issue are now high on the agenda as is the development of a more business alike attitude to provision of service.
ITIL focuses on providing high quality service with a particular focus on Customer relationships. This means that the IT organization should provide whatever is agreed with Customers, which implies a strong relationship between IT organization and their
Customer and partners.
Benefits:
Improved quality service provision
Cost justified service quality
Services that meet business, Customer and
User demands
Integrated centralized processes
Everyone knows their role and knows their responsibilities in service provision
Learning from previous experience
Demonstrable performance indicators
Coverage for the 3 days Service Management
Foundation
During the 3 days program, the participants will be going into the foundation of knowledge of the Service
Management Support and Service Delivery.
The participants will be guided from an experience trainers / consultants to furnish them with knowledge of these processes and as well as practical experiences that the trainers / consultants have been through.
To enhance the understanding further, at
Learn Logic, we introduced a business simulation to accelerate the learning curve and as well as enforce the process objectives in participants.
To test the understanding of participants, a certification program from the Service
Management best practice body, will be used to assess the participants at the end of the 3rd day of the Service Management Foundation program. Exin who is one of the certification body that handles the all Service Management exam.
3 days
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LearnLogic
A Service Management Organization
Service Management Foundation Training Road Map
Quick Wins
An accelerated understanding on ITIL
The used processes oriented approach to IT practices
The knowledge by leading consultants and industry practice manager in the field of the IT Service
Management
Broad sense of coverage to any industry verticals
Allows for an organization wide process certifications
The 10 processes and 1 function that going to be cover in 3 days program:
Service Support
Service Support is addressing the IT Operation in handling the service delivery.
Service Desk o The single point of contact for all calls related to the business activities. It assist the business to handles call related to incidents, request for information, request for change etc
Incident Management o To resolve incidents as soon as possible and restore the affected users back to their normal operations.
Configuration Management o To provide a holistic view of the IT ‘assets’ related to services that used by the business.
Problem Management o To find root caused to one or more recurring incidents and to improve the overall of the service delivery.
Change Management o To assess and authorized any changes to the existing or new IT infrastructure while minimizing the risk involved in implementing the change.
Release Management o Release Management aims to ensure the quality of the production environment, by using formal procedures and checks when implementing new versions.
Service Delivery
Service Delivery is the tactical part of the IT organization which primary to meet the expectations of the customers and the business.
Capacity Management o The objective is to plan for the business growth capacity in a timely manner and at the right cost.
Availability Management o The objective of Availability Management is to provide a cost-effective and defined level of availability of the IT service that enables the business to reach its objectives.
IT Service Continuity Management o The objective of IT Service Continuity Management is to support the overall Business Continuity
Management (BCM) by ensuring that required IT infrastructure and IT services, including support and the Service Desk, can be restored within specified time limits after a disaster.
Financial Management for IT Service o Financial Management aims to assist the internal IT organization with the cost-effective management of the IT resources required for the provision of IT services.
Service Level Management o Service Level Management ensures that the IT services required by the customer are continuously maintained and improved.
Introduction
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
IT Service Continuity Management
Financial Management for IT Service
Service Level Management
Day 1 Day 2 Day 3
F o u n d a tio n
C e rtific a tio n
Exam
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.