Course Process

1.Service Management as a Practice:

  • Concept of best practices in the public domain
  • Why ITIL® is successful?
  • Concept of a service
  • Concept of internal and external customers
  • Concept of internal and external services
  • Concept of service management
  • Concept of IT service management
  • Concept of stakeholders in service management
  • What are processes and functions?
  • The process model and characteristics of processes

2.The Information Technology Infrastructure Library ITIL® Service Lifecycle:

  • The structure of the ITIL® service lifecycle
  • The purpose, objectives and scope of service Lifecycle. (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement)
  • Value to the business by each stage of Service lifecycle. (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement)

3.Generic Concepts and Definitions:

  • Defining and explain following key concepts
  • Utility and Warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue and Different view of Service Catalogue
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier
  • Service level agreement
  • Operational level agreement
  • Underpinning contract
  • Service design package
  • Availability
  • Service knowledge management system
  • Configuration item
  • Configuration management system
  • Definitive media library (DML)
  • Change and its types
  • Event

4.Key Principles and Models:

  • Service strategy: Value creation through services
  • Service design: Understand the importance of four P’s for service management, Understand the five major aspects of service design
  • Continual service improvement: the continual service improvement approach, Understand the role of measurement for continual service improvement and discuss key concepts ( Relationship between CSFs and KPIs, Baselines, Type of Metrics)

5.Processes:

The purpose of this module is to help the participant understand how the service management processes contribute to the ITIL® service lifecycle, to explain the purpose, objectives, scope, basic concepts

  • Service Strategy (Service portfolio management, Financial management for IT services, Business relationship management)
  • Service Design (Service level management, Service catalogue management, Availability management, ISM, Supplier management, Capacity management, IT service continuity management, Design coordination)
  • Service Transition (Change management, Release and deployment management, Knowledge management, Service asset and configuration management, Transition planning and support)
  • Service Operation (Incident management, Problem management, Event management, Request fulfillment, Access management)
  • Continual Service Improvement (The seven-step improvement process)

6.Functions:

  •  Role, objectives and organizational structures
  • The technical management function, application management function, IT operations management function, service desk function

7.Roles:

  •  RACI Model
  • Process Owner
  • Process Manager
  • Process Practitioner
  • Service Owner

8.Technology and Architecture:

  •  How service automation assists with expediting service management processes

9.Competence and training

  • Competence and skills for service management
  • Competence and skills framework
  • Training