This course, based on the ITIL best practice service lifestyle approach, provides IT managers, practitioners and anyone who uses IT services with a practical understanding of the key concepts, principles, processes, and functions that enables successful IT Service Management (ITSM) provision. The course intent is to provide proven practical guidance on how to successfully introduce an integrated ITSM framework and how best practices can be adopted and adapted within a student’s organization. It also prepares students for the ITIL Foundation Certificate Examination. The multiple-choice exam contains 40 questions. To pass, students must get 26 or more questions correct, a 65% passing grade.
This course is for IT managers and practitioners involved in the strategy, design, implementation and on-going delivery of business-used IT services and for anyone who requires an insight into Service Management best practice.
Upon Course Completion
- Benefits of IT Service Management
- The benefits of implementing each ITIL process
- Business and IT Alignment - the connection
- The Five Phases of the IT Service Management Lifecycle
- Common Terminology
- Service Strategy - Manage IT Services as Strategic Assets
- Service Design - Satisfy business needs with effective and efficient IT services
- Service Transition - Manage change and deploy into production with confidence
- Service Operation - Deliver, support and optimize production services
- Continual Service Improvement - Learn from failures, capitalize on successes, and deliver better service tomorrow
- Identifying the Voice of the Customer to unite IT Service and Customer Requirements
Lesson 1: Review of IT Service Management (ITSM) and IT Infrastructure Library (ITIL)
- Review of ITIL's history, in particular how the ITIL v2 content in Service Support and Service Delivery became how many companies viewed ITIL Service Management.
- This section also introduces the ITIL Lifecycle and its five phases, terms of interest, the goals and benefits of the ITIL v3 Refresh and 2011 Refresh, key processes, the Qualification Scheme and the RACI organizational context.
Lesson 2: Service Lifecycle Approach
- Discussion of all the terms of interest that are critical to understanding ITIL's approach to Service Management. Value Creation, the benefits of ITIL, Organizational Context, Governance, the Process Model and the overall ITIL Lifecycle are discussed.
Lesson 3: Service Strategy
- Discussion of Service Strategy as a starting point within the lifecycle and identifies the Strategic Perspective.
- You will explore business needs and plans, map IT strategies to business, focus on Service as a Value and discuss how to source appropriately.
- Also covered are strategy terms of interest, Financial Management for IT Services, Service Portfolio Management and Business Relationship Management.
Lesson 4: Service Design
- Discusses how Service Design is a part of the overall business change process and how it fits within the overall business strategy.
- Highlighted are terms of interest, Service Providers, Service Design Path and Design Aspects, Design Management and Constraints, Service Catalog Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Supplier Management and Information Security Management.
Lesson 5: Service Transition
- Purpose and focus of Service Transition; terms of interest; the Management of Change and Risk; integration with Business Change; processes that support the Service Lifecycle: Change Management, Asset and Configuration Management, Knowledge Management; and processes within Service Transition: Transition Planning and Support, Release and Deployment Management, Service Validation and Testing and Change Evaluation.
Lesson 6: Service Operation
- Day-to-day management of the service used by customers and the processes that focus on support and restore activities.
- Value as seen by the customer is overviewed, terms of interest, Operational Functions and new processes: Event, Request Fulfillment, Access as well as changed processes: Incident Management and Problem Management.
Lesson 7: Continual Service Improvement
- The focus of this section and of the Continual Service Improvement book is efficient, effective and economic.
- Discussed is the continual realignment of IT to business requirements, the aim to improve all processes within the Service Lifecycle, growth and maturity of Service and the Management Processes of Measure, Analyze, Review.