About Workshop
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:
• Key Concepts.
• Key processes.
• Key roles.
• Key Functions.
Workshop topics to be covered:
SESSION-1
Introduction
About Service & Service Management
What Is ITIL?
History of ITIL?
Overall Changes V2 vs V3
Benefits of ITIL
ITIL Books
ITIL V3 Service Lifecycle
Key Links Between Service Lifecycle Stages
Service Strategy
Key Concepts
– Four Ps of Service Strategy
– Utility and Warranty
– Value Creation
– Service Provider
– Delivery Models Options
– Service Model
Key Processes
– Service Portfolio Management (SPM)
– Demand Management
– Financial Management
Service Transition
What is Service Transition?
Key Concepts
– V Model
– Configuration Item
– Configuration Management System
– Knowledge Management
– Data Information Knowledge Wisdom
– Service Knowledge Management System
SESSION -2
Service Transition (Cont.)
Key Processes
– Change Management
– Service Assets and Configuration Management
– Release and Deployment Management
Service Design
What is Service Design?
Key Concepts
– Four Ps
– Service Design Package (SDP)
– Aspects of Service Design
Key Processes
– Service Level Management (SLM)
– Service Catalog Management (SCM)
– Availability Management
– Supplier Management
– Capacity Management
– IT Service Continuity Management
SESSION -3
Service Operation
What is Service Operation?
Key Processes
– Event Management
– Incident Management
– Request Fulfillment
– Problem Management
– Access Management
Functions
– Service Desk
– Technical Management
– IT Operations Management
– Application Management
SESSION -4
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
CSI Model
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
ITIL Certification
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