Course: ITIL Foundation - Service Management v3

This 3 day course is for IT professionals involved in the delivery of business focused IT services who require a sound understanding of best practice Service Management processes, terminology, functions and roles. It also provides delegates with the opportunity to gain an entry-level professional qualification in Service Management.

Objectives

Attendance on this workshop will enable delegates to:

· Explain the key benefits of an ITIL based approach to Service Management.

· Understand the key elements of the 5 core books, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement and the relationship between them.

· Describe the key ITIL processes, functions and responsibilities and how they contribute to good Service Management.

· Describe some of the practical issues, cost and benefits associated with an ITIL implementation.

· Recognise and confidently use a Service Management lexicon.??(No idea what this is, not come across it yet)

· Prepare to undertake the ITIL Foundation Certificate in Service Management examination.

Format

The format of the event is highly interactive and designed to present the information in memorable, manageable segments. Throughout the course, delegates’ understanding of the material will be tested through the use of exercises and examination style questions. At the end of the course, delegates will sit a one hour multiple choice examination leading to the ISEB foundation certificate.

Each delegate will receive a comprehensive course handout containing all course slides and full supporting documentation.

Content

Service Management as a Practice
· The place and case for ITIL
· The concept of good and best practice
· The concept and characteristics of processes, functions and roles.

The Service Lifecycle
· The concept of the Service Lifecycle and its importance for Service Management
· The goals and objectives of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

Roles and Responsibilities
· Process Owner
· Service Owner
· RACI model.

Generic Concepts

Definition and comprehension of the key terminology critical to the understanding of the key concepts of Service Management.

Service Strategy
· The value afforded to an organisation by understanding service assets and an aligned and integrated service provision
· Utility and Warranty
· Resources and Capabilities
· The activities of developing the market, developing the offerings, developing strategic assets and preparing for execution
· The use of Service Portfolio Management, Demand Management and Financial Management.

Service Design
· Translating Strategy into reality through the design of services
· People, Products, Processes and Partners
· Understanding the concepts and roles of
· Service Level Management
· SLA’s
· OLA’a
· Contracts
· Service Catalogue Management
· Business Services
· Technical Services
· Availability Management
· Information Security Management
· Supplier Management
· Capacity Management
· IT Service Continuity Management
· Technology and Architecture.

Service Transition
· Understanding the processes, roles and constraints of releasing new and changed services into a live environment
· The Service V model
· Change Management
· Change Types – Normal, Emergency, Standard
· The seven R’s of Change Management
· Service Asset and Configuration Management
· Configuration Management System
· Configuration Item
· Release and Deployment Management
· Definitive Media Library
· Release Unit.

Service Operation
· Delivering services on a day to day basis
· Stability versus responsiveness
· Quality versus cost
· Processes
· Incident Management
· Impact, Urgency and Priority
· Event Management
· Request Fulfilment
· Problem Management
· Workaround
· Known Error
· Known Error Database
· Access Management
· Functions
· Service Desk
· Technical Management
· Application Management
· IT Operations.

Continual Service Improvement
· The Continual Service Improvement Model
· Plan, Do, Check, Act
· The 7 step improvement process.

Technology and Architecture
· Generic requirements for integration
· Service Automation.