Introduction:
Experience and knowledge of IT computing environments! IT Service Management is responsible for delivering a growing and complex mix of products and services. The changes in security, continuity, legal and financial requirements as well as the growth in enterprise systems delivered worldwide means that IT Service Delivery is a strategic asset for any business. By implementing Service Management and Service Delivery Life Cycle (SDLC) ‘best practices’ that complement the business and IT strategy, you will have the knowledge to help improve performance, meet demand, ensure continuity and maximize the IT contribution to the business bottom-line.
Course Objectives:
At the end of this course, the participants will gain competencies to:
- Understand the main processes, relationships, benefits, and challenges of ITIL v4
- Gain insight into the holistic service lifecycle approach that forms the core of ITIL v4
- Understand how these processes contribute to making an IT organization manageable
- Learn the most important ITIL v4 definitions
- Gain access to a standardized vocabulary
- Preparation for the certified ITIL v4 Foundation examination
Who Should Attend?
All IT professionals who could be IT managers or consultants looking to use the breadth of the ITIL framework and developing a proper understanding of the key functions and processes of ITIL.
Course Outlines:
- Introduction to ITIL and best practice,
- Service Lifecycles,
- Service Operation (including Incident Management and the Service Desk),
- Service Transition (including Change Management),
- Case study based exercises
- Service Strategy (including the four main activities of strategy,
- Service Portfolio and Service Catalog),
- Wall Street Business simulation round two,
- Service Design (including the Service Design package,
- Service Level Management and the 4Ps People, Processes, Products, Partners),
- Case study based exercises
- Continual Service Improvement (including 7-step improvement process, Deming Cycle and the CSI model),
- Sample exam and feedback session