PROGRAM DETAILS

Introduction

ITIL is measure for documenting a set of processes and procedures for the delivery and support of high quality IT services, designed and managed to meet the needs of an organization.

ITIL can be adopted by an organization and adapted to meet its specific needs.

By completing this ITIL Foundation course, you will gain an understanding of the importance of service management, both to the service provider, and to its customers.

Specifically, you will understand how the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in every type of organization.

Who Should Attend

IT Professionals, IT Support Staff, Application, Project and Business Managers, any member of an IT team involved in the delivery of IT Services.

Learning Objectives

The objectives of this foundation course in service management are to enable you to understand the importance of service management, both to the service provider, and to it’s customers.

Delegates will also be introduced to the service lifecycle, it’s processes, and the functions which carry out those processes.

Specifically, it shows how the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in every type of organization.

By the end of this training you will:

• Learn about Service Management best practices, generic concepts, key principles, and ITIL® 2011 process models that are required to clear the ITIL Foundation exam
• Gain a comprehensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement
• Learn how to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize customer experience
• Understand how to apply lean principles and automate standard tasks, to improve efficiency of ITSM processes
• Save costs by centralizing activities and teams using well defined fit-for purpose and fit-for-use processes
• Be prepared to take the ITIL® Foundation Certification exam

Training Methodology

This practical and results-oriented program is based on adult learning concept. It incorporates short inspiring lectures with structured lessons from the learning manual; captivating PowerPoint slides with videos to enhance learning; ongoing discussions with action planning; ample time for Q&A; training activities to reinforce key concepts within a fun learning environment.

Pre & Post-course assessments will be implemented to measure the effectiveness of the training.

Program Content

Module 1 – Introduction to IT Service Management

The objectives of this foundation course in service management are to enable delegates to understand the importance of service management, both to the IT service provider, and to their customers.

This module focuses on, how the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in every type of organization.

 Module 2 – Service Strategy

Developing an effective service strategy provides guidance on understanding the most important practices that need to be employed to define and carry out a service strategy in a service provider organization.

• Define the purpose, set goals, objectives & scope.
• Providing an understanding of what strategy is
• Identification of the services and the customers who use them
• Understanding how to define value creation and delivery
• Provision of the means to identify opportunities to provide services and how to make the best of them
• Delivering a comprehensive and clear service provision model, in which we identify how the services will be funded and presented, and to whom they will be delivered and the purpose that they will serve
• Understanding the organizational capability that will be required to deliver services according to the strategy
• Coordinating and documenting the use of service assets for the provision of services, and how they can be used, including optimizing their performance
• Defining the processes and services, which will deliver the strategy of the organization, and the level of investment that will be required. Understanding the levels of demand and how to establish a relationship between the service provider and the customer
• Create a comprehensive service profile management, Financial & business relationship management

 Module 3 – Service Design

This module accelerates and looks at the 4 key elements “Purpose, Objectives, Scope and business value” from a wider perspective.

The 4 P’s – People, Processes, Products and Partners – the 4 areas that are considered critical when designing a service. We then look at the 5 major aspects of Service Design. These are:

• Designing the Service Solution/Catalog itself
• Designing the service management system and tools that will be required to manage the service
• Designing capacity & availability Management
• Understanding the importance of management and technology architectures
• Understanding the processes that will be required
• Creating a service portfolio
• Designing IT Service Continuity & Information Security Management
• Design & create a robust supplier management
• The measurement systems, methods and metrics that will show us whether the service is working properly or not

Module 4 – Service Transition

Service Transition consists of 7 different processes. This module focuses on the purpose, objectives, scope and business value of this lifecycle stage, and look in detail at the Change Management process.

• Transition planning and support
• Service Transition Processes
• Change Management
• The 7 R’s of Change Management
• Knowledge Management
• Service Asset and Configuration Management (SACM)
• Release and Deployment Management

Module 5 – Service Operation

In this module delegates will look at the Purpose, Objectives and Scope of Service Operation and the value it provides to the business.

You will look at the key processes of Incident management, Problem Management & Access management. Following this delegates will then take a high level view of the remaining 3 operations processes of access management, request fulfilment and event management.

Having considered the service operation processes, we move on to consider the ‘people’ aspects of this lifecycle stage.

The majority of IT staff is involved (to a greater or lesser extent) in the service operation stage. Although they may be involved in other lifecycle stages; their main focus is the delivery of the operational services.

Further in this module, delegates will examine the four functions involved in service operations.

• Service Desk
• Technical management
• Application management
• Operations management

The Service Desk function will be considered in detail, whilst the Roles and objectives of the Technical, applications and operations management functions will be reviewed at a higher level.

Module 6 – Continual Service Improvement

• Account for the main purpose, objectives and scope of continual service improvement
• Briefly explain what value continual service improvement provides to the business
• Models & Processes
• Understand the purpose, objectives and scope for the seven-step improvement process
• Measurement & Metrics
• Risk Management
• Explain the continual service improvement approach
• Describe the CSI register and the Deming Cycle Understand the role of measurement for continual service improvement and types of metrics
• Understand the relationship between critical success factors and key performance indicators and the importance of Baselines
• Interface with Service Level Management

Module 7 – Exam Preparation

A sample test run is conducted before delegates gear up to take their first step towards foundation exam and being ITIL Certified

• Sample Exams

• Feedback
• Recap