Introduction:

This course represents a source of good-practice in service management. ITIL (Information Technology Infrastructure Library) is used by organizations world-wide, 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. This course offers the delegates with a practical knowledge of the principles, key concepts, functions and processes that allows successful IT Service Management provision. This course is based on the ITIL best practice service lifecycle technique. The course will help the candidates to:

• 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

Course Objectives:

By the end of this course, delegates will be able to:

• Comprehend the role of Automation in IT Service Management
• Discuss Governance, Risk Management and the ITIL Service Lifecycle
• Describe the Sever-Step Improvement Process
• Define the Role of Communications in Operations
• Recognize the CSI Model
• Describe the Role of Measurement
• Describe the Key Concepts of Service Transition and Terms of Interest
• Define Service Management, Best Practices and itSM
• Define Service Transition Processes
• Define Information Security Management
• Provide Service Justification: Business Case
• Define Service Portfolio Management

Who Should Attend?

IT Engineers, IT Professionals, IT Directors, Engineers, IT Project Managers, IT Auditors, IT Compliance Managers, IT Coordinators, IT Support Managers, IT Officers, IT Support Specialists, IT System Administration, Technical Support Professionals, Chief Information Officers, Chief Risk Officers, Information Assurance Officers, Program Managers, Network Systems Analysts, Government Program Managers, R&D Project Managers, Software and System Developers, Chief Security Officers, Security Specialists, Chief Information Security Officers, Directors of Security, Security Architects, Security Operation Center Managers, Security Consultants, Security Managers, Security Auditors, Security Directors, Systems Administrators, Incident Response Analysts, Business Owners, Security Analysts, Security Systems Engineer, Network Architect, Operations Managers, Risk Management Professionals, Network Administration Professionals, Application Developers, Application Support Analysts, Application Engineers, Associate Developers, Technology Officers, Information Officers, Help Desk Specialist, Help Desk Technician, Database Administrators, Network Architects, Network Engineers, Network System Administrators, System Analysts, System Architects, System Designers

Course Outline:

• 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
• The V3 Service Lifecycle
• Key principles and models
• Generic concepts
• Processes
• Roles
• Functions
• Technology and architecture
• ITIL qualification scheme
• 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
• 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 customers
• 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

COURSE LOCATIONS