Course Description
This course represents a source of good practice in service management. ITIL (Information Technology Infrastructure Library) is used by organizations worldwide, to establish and improve capabilities in service management. In this exciting and dynamic course, participants will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, they will learn the core disciplines of ITIL best practices.
What Do Participants Learn?
- Gaining an understanding of the ITIL service lifecycle and its key components
- Identifying opportunities to develop IT processes using ITIL guidelines
- Being able to interact with IT teams using ITIL terminology and concepts
- Exploring IT service management processes
- Recognizing the importance of IT and business integration
Who Should Attend?
- Managers
- IT Professionals
- IT Support Staff
- Any member of an IT team involved in the delivery of IT Services
What Will the Learning Experience Include?
Phase: 1
Introduce
- Comprehensive pre-program activities include:
- Web-based information forms & surveys completed by attendee.
- Direct consultation with the attendee about the expectations.
- During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
- Participants learn from expert trainers who have both academic and business experiences.
- Highly applicable training content & instructive activities for adding depth to training topics.
- **A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Phase: 2
Explore & Practice
Phase: 3
Apply
- Apply & sustain the learning experience by using this ongoing support:
- To ensure participant has new skills or behavior progress.
- Optional, fee-based mentoring & coaching with the trainer.
- Training materials & additional documents (e-books, pdf files, presentations and articles)
- Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
- Participant's Evaluation
- Trainer's Evaluation
Phase: 4
EVALUATE
Section One:
- Service management as a practice
- IT services and what they really do
- How IT services deliver value to customers
- Value and importance of IT service management
- ITIL Introduction
- Ease ITIL adoption
- ITIL qualification scheme, bodies, and certifications
Section Two:
- The V3 Service Lifecycle
- Key Principles and Models
- Generic Concepts
- Processes
- Roles
- Functions
- Technology and Architecture
- ITIL Qualification Scheme
Section Three:
- Service Strategy
- Design, develop and implement service management
- Service management as a strategic asset
- Setting objectives and expectations
- Identify and select prioritization opportunities
- Service Design
- Design and develop services
- Develop processes
- Design principles and methods
- Convert strategy into services
Section Four:
- Service Transition
- Develop and improve capabilities
- Improved methods for transitioning new and changed services into operation
- Manage the complexity related to changes
- Prevent undesired results while enabling innovation
- Service Operation
- Effectively and efficiently deliver support services
- Ensure value to customer and service provider
- Maintain stability while allowing for change
- Organize to improve IT support to customer
Section Five:
- Continual Service Improvement
- Create and maintain value for customers
- Importance of better design, introduction, and operation of services
- Improving service quality, business continuity, and IT efficiency
- Link improvement efforts to strategy, design, and transition