Duration
3 days
Overview
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
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators and executives who are responsible for the delivery of IT services in an organization.
Prerequisites
Experience and knowledge of IT computing environments are useful but not essential.
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.
Benefits to You
- Identify the lifecycle and fundamental processes involved in IT Service Management and how to integrate them into your business’ IT service model
- Understand how IT and the Business can collaborate to improve overall productivity and efficiency
- Learn to move the reactive relationship between IT and users to a proactive relationship
- Learn ITSM concepts via an exciting and interactive simulation
MODULE 1: COURSE INTRODUCTION
Student and Instructor Introductions
The Service Lifecycle
Course Learning Objectives
Course Agenda
ITIL Qualifi cation Scheme
The Royal Chao Phraya Hotel
Case Study
MODULE 2: SERVICE MANAGEMENT AS A PRACTICE
Module Learning Objectives
Topics Covered in this Module
Best Practices in the Public Domain
ITIL as a Good Practice
Concept of Service
Concept of Service Management
Processes and Functions
The RACI Model
Roles and Responsibilities
MODULE 3: SERVICE LIFECYCLE
Module Learning Objectives
Topics Covered in this Module
The Service Lifecycle
Basic Concepts of Service Strategy
Basic Concepts of Service Design
Basic Concepts of Service Transition
Basic Concepts of Service Operation
Basic Concepts of Continual Service Improvement
Exercise — The New Swimming Pool
MODULE 4: SERVICE STRATEGY
Module Learning Objectives
Service Strategy in the Lifecycle
Topics Covered in this Module
Basic Concepts of Service Strategy
Principles and Models of Service Strategy
Processes of Service Strategy
Module Summary
End of Module Quiz
MODULE 5: SERVICE DESIGN
Module Learning Objectives
Service Design in the Lifecycle
Topics Covered in this Module
Basic Concept of Service Design
Principles and Models of Service Design
Processes of Service Design
Exercise — Crossword
Module Summary
End of Module Quiz
MODULE 6: SERVICE TRANSITION
Module Learning Objectives
Service Transition in the Lifecycle
Topics Covered in this Module
Change Management
Service Asset and Confi guration Management
Release and Deployment Management
Transition Planning and Support
Knowledge Management
Exercise – Crossword
Module Summary
End of Module Quiz
MODULE 7: SERVICE OPERATION
Module Learning Objectives
Service Operation in the Lifecycle
Topics Covered in this Module
Event Management
Incident Management
Request Fulfi lment
Problem Management
Access Management
Service Operations Functions
Exercise — Complaint Handling and Service Recovery
Module Summary
End of Module Quiz
MODULE 8: CONTINUAL SERVICE IMPROVEMENT
Module Learning Objectives
CSI in the Lifecycle
Topics Covered in this Module
Basic Concepts of CSI
Principles and Models of CSI
CSI - The Seven Step Improvement Process
Module Summary
End of Module Quiz
MODULE 9: TECHNOLOGY AND ARCHITECTURE
Module Learning Objectives
Topics Covered in this Module
Service Automation
Competence and Skills for Service Management
Competence and Skills Framework
Training
Module Summary
EXAM PREPARATION GUIDE
MOCK EXAMS
MOCK EXAMS: ANSWERS AND RATIONALE
APPENDIX A: CASE STUDY
APPENDIX B: GLOSSARY
APPENDIX C: MODULE END ANSWERS
APPENDIX D: SYLLABUS
APPENDIX E: ADDITIONAL INFORMATION
APPENDIX F: KEPNER-TREGOE® METHODOLOGY
APPENDIX G: RELEASE NOTES
APPENDIX H: PARTICIPANT FEEDBACK FORM
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.