ITIL Version 3
Course Code: IT14
►Course Objective
- Learn about IT 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
►Target Audience
- IT Managers/Support teams
- System Administrators/Analysts
- Operations Managers
- Database Administrators
- Service Delivery Professionals
- Quality Analysts
- Application Management team/Development team
- Process Owners/Practitioners
►Course Outline
Day 1
Introduction to Service Management Lifecycle
- Principles of IT Service Management
- Objectives00:25
- IT Service Management-Best Practices
- Public and Proprietary Practices
- Knowledge Check
- Service Introduction
- Service Management
- Challenges in Service Management
- Benefits of IT Service Management
- Stakeholders in Service Management
- Internal and External Customers
- Internal and External Service
- Process
- Process Characteristics
- Functions Related to Service Management
- How Processes and Functions Operate
- Roles in Service Management
- RACI Model
- RACI Model (contd.)
- Types of Service Providers
- Supplier and Contracts
- Knowledge Check
Day 2
1 The Service Lifecycle
- 2 Objectives
- 3 Components of Service Management Lifecycle
- 4 Interactions in the Service Lifecycle
- 5 Relationship between Governance and ITSM
Day 3
Introduction to Service Strategy
- Service Strategy
- Objectives
- Service Strategy
- Service Strategy Processes
- Types of Services
- Service Strategy-Customers and Users
Day 4
Service Design
- Introduction to Service Design
- Objectives
- Service Design-Overview
- Roles in Service Design
- Roles in Service Design (contd.)
Day 5
Introduction to Service Transition
- Service Transition
- Objectives
- Service Transition
- Configuration Item
- Configuration Management System
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