This course is specifically designed for anyone working in IT that wants to gain knowledge in IT Service Management best practice. ITIL (Information Technology Infrastructure Library) Service Management training based on version-3 teaches essentials of ITIL and helps you understand how your organization can benefit significantly by applying the ITIL principles to your work environment.
HOW PARTICIPANTS WILL BENEFIT AFTER THE COURSE
ITIL Service Management course leading to the ITIL V3 will enable delegates to understand the key concepts and terminology within the newly updated ITIL framework.
On successful completion of the course delegates will be able to understand:
Service Management as a practice.
The Service lifecycle.
Key principles and Models related to Service Management.
Be aware of:
Workshop topics to be covered:
About Service & Service Management
What Is ITIL?
History of ITIL?
Overall Changes V2 vs V3
Benefits of ITIL
ITIL V3 Service Lifecycle
Key Links Between Service Lifecycle Stages
Four Ps of Service Strategy
Utility and Warranty
Delivery Models Options
Service Portfolio Management (SPM)
What is Service Transition?
Configuration Management System
Data Information Knowledge Wisdom
Service Knowledge Management System
Service Transition (Cont.)
Service Assets and Configuration Management
Release and Deployment Management
What is Service Design?
Service Design Package (SDP)
Aspects of Service Design
Service Level Management (SLM)
Service Catalog Management (SCM)
IT Service Continuity Management
What is Service Operation?
IT Operations Management
Continual Service Improvement (CSI)
CSI Service Lifecycle Model
What is & Why CSI?
Objectives of CSI
Scope of CSI
The Deming Cycle Plan, Do Check and Act
Types of Metrics : Technology, Process, Service
7 Step Improvement Process
Role of CSI Manager
Role of Service Manager
Concept of Service Owner and Process Owner
Service Owner V/s Process Owner