Course Description:
This exciting and dynamic 3-day Course, fully updated for ITIL 2011, 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 intermediate level training Courses.
The ITIL 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.
Course Topics:
Module 1 : Course Introduction
Student and Instructor Introductions
The Service Lifecycle
Course Learning Objectives
Course Agenda
ITIL Qualification 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 Summary
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 Summary
Module 4 : Service Strategy
Module Learning Objectives
Service Strategy in the Life Cycle
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 Life Cycle
Topics Covered in this Module
Basic Concepts of Service Design
Principles and Models of Service Design
Exercise Crossword
Module Summary
End of Module Quiz
Module 6 : Service Transition
Module Learning Objectives
Service Transition in the Life Cycle
Topics Covered in this Module
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Transition Planning and Support
Knowledge Management
Exercise Crossword
Module Summary
Test Questions for Service Transition
Module 7 : Service Operation
Module Learning Objectives
Service Operation in the Lifecycle
Topics Covered in this Module
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Service Operations Functions
Exercise Complaint Handling and Service Recovery
Module Summary
Test Questions for Service Operation
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 Exam
Learning Goals:
Comprehend Service Management as a Practice
Understand the Service Lifecycle
Know the generic concepts and Definitions
Understand the key Principles and models used behind selected Processes Identify the selected Processes
Understand the selected functions and roles
Comprehend the technology and architecture of the Service Lifecycle
Comprehend competence and training
Course Agenda:
Day 1
Course Introduction
Service Management as a Practice
Service Life cycle
Service Strategy
Service Design
Day 2
Service Design
Service Transition
Service Operation
Day 3
Service Operation
Continual Service Improvement
Technology and Architecture
Exam Preparation Guide
Course Evaluation
Exam (optional)
Who can Attend?
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators
