About Workshop
Today, Business Services are increasingly delivered or enabled using Information Technology. Business and IT management need guidance and support on how to manage the IT infrastructure in order to improve functionality and quality in a cost effective manner. The concept of IT Service Management (ITSM) is at the heart of Information Technology Infrastructure Library (ITIL). ITIL provides the much-needed guidance on how to manage IT infrastructure so as to streamline IT services in line with business expectations. ITIL is the best practices framework, it presents the consolidated learning’s and experience of organizations worldwide on how to best manage IT services to meet business expectations.
Course Benefits/Lesson Objectives:
ITIL-Service Management Course leading to the ITIL V3 will enable deligates to understand the key concepts and terminology within the newly updated ITIL framework. On sucessful 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 Process, Key Roles and Functions.
Workshop topics to be covered:
Service Strategy:
Objectives
Major Concepts
Creating Service Value
Service Packages & Service Level Packages
Service Strategy Processes:
Service Portfolio Management
Financial Management
Demand Management
Service Strategy Summary:
Interfaces with the Service Design Phase
Interfaces with the service Transition Phase
Interfaces with the service operation Phase
Interfaces with the continual Service
Improvement Phase
Service Strategy Service Scenario:
Overall service strategy
Service Portfolio Management Considerations
Financial Management Consideration
Demand Management Consideration
Service Design:
Objectives
Major Concepts
Five Major Aspects of Service Design
Service Design Packages:
Service Design Processes
Service Level Management
Supplier Management
Service Catalogue Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Service Design Summary:
Service Level Management Considerations
Capacity Management Considerations
Availability Management Considerations
Information Security Management Considerations
Service Catalogue Management Considerations
ITSCM Considerations
Supplier Management Considerations
Service Transition:
Objectives
Service Transition Processes
Knowledge Management
Service Asset and Configuration Management
Change Management
Release and Deployment Management
Service Validation and Testing
Service Transition Summary:
Service Transition Scenario
Knowledge Management Considerations
Service Asset and Configuration Management
Considerations
Change Management Considerations
Released and Deployment Management
Considerations
Service Operation:
Objectives
Major Concepts
Service Operation Functions
The Service Desk
Technical Management
IT Operations Management
Application Management
Service Operation Processes:
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management
Service Operation Summary
Service Operation Scenario
Functions
Processes
Continual Service Improvement:
Objectives
Major Concepts
Continual Service Improvement Processes
Service Level Management:
Service Measurement and Reporting
CSI (7 Step) Improvement Process
Continual Service Improvement Summary
Continual Service Improvement Scenario
Service Level Management
Service Measurement and Reporting
CSI Process
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