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ITSM & ITIL

 

 

 

IT Service Management and Governance 

 

 

 

IT Infrastructure Library

 

 

 

 

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ITIL Foundation Bootcamp - Information Technology Infrastructure Library

 

Overview - TIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management (ITSM) by many Public & Private Organizations. ITIL® has been focusing on Functions, Processes, and Full Service Lifecycle Management.

 

In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® now emphasizes the following areas:

·        Assist in transforming IT Service Management onto a strategic business asset

·        Assist in defining and managing the complete lifecycle of IT Service Management Process

·      Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services

 

This exam-preparatory course provides comprehensive coverage of foundation concepts of ITIL.  Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Framework.

 

Duration - This three-day training with examination held on the 3rd day is accredited by the examination institute.  Including a sample examination and preparation to re-enforce the knowledge gained. The format of the examination for this program consists of 40-question exam, to be taken in one hour. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 15 minutes to allow use of a dictionary). The pass mark will be 65% or more – 26 or more correct answers. The Minimum number of students per session is 8 where the maximum is 16.

 

Delivery Methods - Virtual Web-based (Instructor-Led Online)

 

Audience - IT professionals interested in understanding the content and concepts of the new ITIL®, as well as understand the differences with previous ITIL® versions. 

·         Executives and key stakeholders

·         Process Owners and Managers

·         Senior technical and operational staff

·         IT professionals and Consultants

·         IT customers

 

Prerequisites

·         General IT knowledge

·         Preferably ITIL® awareness

·         Students will complete at a minimum 18 hours of class time.

·         Although not a requirement, some student daily study time is recommended.

·         Sample exam will be discussed in the classroom to prepare students for the real exam.

·         Course participants should follow our ATO accredited material and/or purchase the appropriate OGC publication to review and prepare for the exam; also the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance should be reviewed as well in preparation for the exam.

 

Program Contents

·         Overview of the drivers for ITIL®

·         Key differences between earlier version of ITIL® and current version of ITIL® - What are the major changes?

o    New concepts, definitions and terminology

o    Key processes and functions

 

Introduction to Service Management

·         The evolution of Service Management

·         Definition of Service and Service Management

·         Service Management as best practice

·         The importance of adopting a service and continual improvement culture and approach

·         Interface to other framework and standards

 

The Service Lifecycle

·         The purpose, objectives and scope of the five ITIL® service lifecycle stages

·         Objectives and business value

·         The main components (the new books) within the 5 stages in the lifecycle:

o    Service Strategy

o    Service Design

o    Service Transition

o    Service Operation

o    Continual Service Improvement

 

Generic concepts and definitions

·    The course will clarify and explain some of the key terminology and key concepts of Service Management. (Common language)

 

Key principles and models

·         Service strategy

o    Value creation through services

·         Service design

o    Understand the importance of people, processes, products and partners for Service Management

o    Understand the five major aspects of service design

o    Service solutions for new or changed services

o    Management information systems and tools

o    Technology architectures and management architecture

o    The processes required

o    Measurement methods and metrics

 

Phases and Processes

·         Service strategy

o    Purpose, objectives, scope, basic concepts, process activities and interfaces for:

§  Service portfolio management

§  Financial management for IT services

§  Business relationship management

·         Service Design

o    Purpose, objectives, scope, basic concepts, process activities and interfaces for:

§  Service level management (SLM)

§  Service catalogue management

§  Availability management

§  Information security management (ISM)

§  Supplier management

§  Capacity management

§  IT service continuity management

§  Design coordination

·         Service transition

o    Purpose, objectives, scope, basic concepts, process activities and interfaces for:

§  Change management

§  Release and deployment management

§  Knowledge management

§  Service asset and configuration management

§  Transition planning and support

·         Service operation

o    Purpose, objectives, scope, basic concepts, process activities and interfaces for:

§  Incident management

§  Problem management

§  Event management

§  Request fulfillment

§  Access management

·         Continual service improvement

o    Continual service improvement approach

·         Functions

§  The service desk function

§  The technical management function

§  The application management function with application development

§  The IT operations management function

·         Roles

§  Process owner

§  Process manager

§  Process practitioner

§  Service owner

§  RACI Model

·         Technology and architecture

§  Service automation assists and integrating Service Management processes

 

Program Material (handout)

·         This training program includes the following as reference documentation:

§  Program slide presentation

§  ITIL® Syllabus document

§  Exam study guide

§  ITIL® acronyms and glossary

§  Sample examination questions and answers

 

Simulation and practical application

We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as “Case study” example (where private course is delivered).

An “ITSM Simulation” game could be used as part of this course to show the benefit and impact of ITSM and ITIL® on the business. This will increase the price of the program and will add a fourth day to the program schedule.

 

ITIL Expert Certification

 

Option 1 – Lifecycle path where the course participant should take:

Foundation

 

Option 2 – Capability path where the course participant should take:

 

Option 3 – Combination of dissimilar certifications where the course participant may take:

 

Option 4 – New path

Candidates possessing the Service Manager certification will need to complete the following courses (as pre-req) in ITIL to bridge the gap to the ITIL Expert certification:

-          Foundation, and

-          Service Strategy OR Continual Service Improvement, and

-          Managing Across the Lifecycle.