ITIL® Foundation (ITILF)

About the Course

ITIL® Foundation In this exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you’ll learn the core disciplines of ITIL best practices. Upon completing this course, you’ll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.

ITIL covers five core disciplines:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Who Should Attend

Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

At Course Completion

After completion of course the students will be able to have in depth knowledge

 

  • Key concepts of ITIL
  • Important principles for improving IT operations
  • Vital processes and functions
  • Practical guidance for applying ITIL to everyday IT situations
  • How to align with business, control costs, and improve IT service quality
  • Strategies to balance IT resource

 

ITIL® Practitioner (ITILP)

About the Course

This course delves deeper into the implementation of ITIL practices in the specific context of the organization. By the end of this course, the participants will achieve the following learning outcomes:

  • Be able to use IT Service Management concepts that are important drivers of continual service improvement
  • Be able to apply the ITSM guiding principles in real-world context
  • Be able to apply the CSI approach to manage improvements in a given organizational context
  • Be able to use metrics and measurement to enable continual service improvement
  • Be able to communicate effectively to enable continual service improvement
  • Be able to apply organizational change management to support continual service improvement

Who Should Attend

This is an advanced course intended for practitioners who are instrumental in implementing or improving ITSM processes and capabilities in their organization. Candidates who are performing the under-mentioned roles are ideally suited for this course.

  • IT Manager/Director
  • Project Manager/Director
  • Process Owner/Manager
  • Service Owner/Manager
  • Quality Assurance
  • Service Management professionals
  • IT and Business Analysts
  • Change Agent or Catalyst

After Course Completion

1. IT Service Management concepts and driver of CSI

  • Applying “Adopt-and-Adapt” concept to using ITIL guidance
  • Understanding Value, Outcomes, Cost and Risk in the context of a service

2. ITSM guiding principles in planning and implementing improvements

3. Continual Service Improvement approach

  • Understand the purpose and outputs at each step of the approach
  • Use tools and techniques such as the Orientation Worksheet, Benefits Realization Review Template, and CSI Register successfully in a given context

4. Critical Success Factors and Key Performance Indicators in the improvement approach including

  • Balanced Scorecard
  • Organization Cascade

5. Analyze CSFs and KPIs for balance in the four under-mentioned categories

  • Technology, Process, Service
  • Progress, Compliance, Effectiveness, Efficiency
  • Leading, Trailing
  • Inside-Out, Outside-In

6. Designing an effective report

7. Communication Principles

8. Communication Tools and Techniques

  • Workshop and meeting action plan
  • Meeting notes template
  • Stakeholder communication plan
  • Business Case

9. Organizational Change Management Activities

10. Organizational Change Management Tools and Techniques to support improvement

  • Sponsor diagram
  • Stakeholder analysis worksheet
  • Stakeholder map
  • RACI Matrix
ITIL® Practitioner with Grab@Pizza Business Simulation (ITILP-G@P)

About the Course

This course delves deeper into the implementation of ITIL practices in the specific context of the organization. By the end of this course, the participants will achieve the following learning outcomes:

  • Be able to use IT Service Management concepts that are important drivers of continual service improvement
  • Be able to apply the ITSM guiding principles in real-world context
  • Be able to apply he CSI approach to manage improvements in a given organizational context
  • Be able to use metrics and measurement to enable continual service improvement
  • Be able to communicate effectively to enable continual service improvement
  • Be able to apply organizational change management to support continual service improvement

Who Should Attend

This is an advanced course intended for practitioners who are instrumental in implementing or improving ITSM processes and capabilities in their organization. Candidates who are performing the under-mentioned roles are ideally suited for this course.

  • IT Manager/Director
  • Project Manager/Director
  • Process Owner/Manager
  • Service Owner/Manager
  • Quality Assurance
  • Service Management professionals
  • IT and Business Analysts
  • Change Agent or Catalyst

After Course Completion

1. Grab@Pizza Business Simulation

  • Experience Business-IT Alignment in action
  • Identify, prioritize and execute improvements to realize business value
  • Justify and prioritize IT investments in support of business goals
  • Optimize IT costs in the delivery of essential services to business
  • Translate business requirements into optimizing IT services
  • Respond to business demand and managing changes to realize benefits while managing costs and risk

2. IT Service Management concepts and driver of CSI

  • Applying “Adopt-and-Adapt” concept to using ITIL guidance
  • Understanding Value, Outcomes, Cost and Risk in the context of a service

3. ITSM guiding principles in planning and implementing improvements

4. Continual Service Improvement approach

  • Understand the purpose and outputs at each step of the approach
  • Use tools and techniques such as the Orientation Worksheet, Benefits Realization Review Template and CSI Register successfully in a given context

5. Critical Success Factors and Key Performance Indicators in the improvement approach including

  • Balanced Scorecard
  • Organization Cascade

6. Analyze CSFs and KPIs for balance in the four under-mentioned categories

  • Technology, Process, Service
  • Progress, Compliance, Effectiveness, Efficiency
  • Leading, Trailing
  • Inside-Out, Outside-In

7. Designing an effective report

8. Communication Principles

9. Communication Tools and Techniques

  • Workshop and meeting action plan
  • Meeting notes template
  • Stakeholder communication plan
  • Business Case

10. Organizational Change Management Activities

11. Organizational Change Management Tools and Techniques to support improvement

  • Sponsor diagram
  • Stakeholder analysis worksheet
  • Stakeholder map
  • RACI Matrix
ITIL® Service Capability: Operational Support and Analysis (2727G)

About the Course

  • Importance of service management as a practice concept and operational support and analysis principals, purpose, and objective
  • Importance of ITIL operational support and analysis while providing service
  • Processes in ITIL operational support and analysis interact with other service lifecycle processes
  • Processes, activities, methods, and functions used in each of the ITIL operational support and analysis processes
  • How to use the ITIL operational support and analysis processes, activities, and functions to achieve operational excellence
  • How to measure ITIL operational support and analysis
  • Importance of IT security and its contributions to ITIL operational support and analysis
  • Technology and implementation considerations surrounding ITIL operational support and analysis challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks

Who Should Attend

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

After Course Completion

1. Service Operation Practices
  • Business Value of Operational Support and Analysis
  • Scope of Operational Support and Analysis Processes and Functions
  • How Operational Support and Analysis Activities Support the Service Lifecycle
  • Optimizing Service Operation Performance
2. Event Management Process
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Event Management Process
  • Challenges and Risks​
3. Incident Management Process
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Incident Management Process
  • Challenges and Risks
4. Problem Management Process
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Problem Management Process
  • Challenges and Risks
5. Request Fulfillment Process
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Request Fulfillment Process
  • Challenges and Risks
6. Access Management Process
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Access Management Process
  • Challenges and Risks
7. Service Desk Function
  • Service Desk Role
  • Objectives
  • Different Service Desk Organizational Structures
  • Service Desk Staffing Considerations
  • Measuring Service Desk Performance
  • Issues and Safeguards to Consider When Outsourcing the Service Desk
8. Common Operational Support and Analysis Functions
  • Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions
9. Improving Operational Support and Analysis
  • Relationship Between Business Goals and Metrics to Measure Operational Performance
  • Service and Process Measurement Frameworks
  • Rules and Policies for Creating a Successful Reporting Framework
  • How Operational Support and Analysis Practices Support Continual Service Improvement
10. Technology and Implementation Considerations
  • Generic Technology Requirements
  • Evaluation Criteria for Technology and Tools for Process Implementation
  • Project, Risk, and Staffing Practices for Process Implementation
  • Challenges, Risks, and CSFs for Implementing Practices and Processes
  • Planning and Implementing Service Management Technologies
ITIL® Service Capability: Release, Control, and Validation (2726G)

About the course

In this course, you will be immersed in the practical aspects of the ITIL service life cycle and processes associated with the release, control, and validation (RCV) of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.

Who Should attend

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

After Course Completion

  1. Release, Control, and Validation
  • Processes
  • Purpose and Objectives
  • Scope of Service Transition in Relation to the RCV Processes
  • Service Transition Value to the Business
  • RCV Processes Interaction with Other Lifecycle Stages
  • Developing an Effective Service Transition Strategy
  • Key Initiatives for Preparing for Effective Service Transition
  • Planning and Coordinating Service Transition Activities
  • Service Transition Process Support
  1. Service Asset and Configuration Management
  • Purpose and Objectives of SACM
  • Scope of SACM
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management in SACM
  • CSFs and KPIs
  • Challenges and Risks
  • SACM Activities Performed by Service Operation
  • Roles and Responsibilities
  1. Change Management
  • Purpose and Objectives
  • Scope of the Change Management Process
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces
  • Role of the Configuration Management System in the Change Management Process
  • CSFs and KPIs
  • Daily Operational Activities
  • Managing Organizational and Stakeholder Change as Part of Continual Service Improvement (CSI)
  • Challenges and Risks
  • Roles and Responsibilities
  1. Change Evaluation
  • Purpose and Objectives
  • Scope of Change Evaluation
  • Business Value
  • Policies and Principles
  • Key Terminology
  • Activities, Methods, and Techniques
  • Evaluation Report Contents
  • Trigger, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management in Change Evaluation
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Release and Deployment Management
  • Purpose and Objectives
  • Scope of the Release and Deployment Management Process
  • Business Value
  • Policies
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management in the Release and Deployment Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Release and Deployment Management Activities Performed by Service Operations
  • Roles and Responsibilities
  1. Service Validation and Testing
  • Purpose and Objectives
  • Scope of the Service Validation and Testing Process
  • Business value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Trigger, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management in Service Validation and Testing
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Request Fulfillment
  • Purpose and Objectives
  • Scope of Request Fulfillment
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process interfaces
  • Information Management in Request Fulfillment
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Knowledge Management
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management in the Knowledge Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Relationship Between CSI and the Knowledge Management Process
  • Roles and Responsibilities
  1. Technology and Implementation Considerations
  • Generic Technology Requirements to Support Process Capabilities
  • Managing a Change in Operations
  • Service Operation Use of Project Management Approaches
  • Assessing and Managing Risk in Service Operation
  • Operational Staff in Service Design and Transition
  • Knowledge Management Tools
  • Collaboration
  • Configuration Management System
  • Planning the Implementation of Service Management Tools
  • Implementation Considerations
ITIL® Service Capability: Service Offerings and Agreements (2725G)

About the course

In this course, you will be immersed in the practical aspects of the ITIL service life cycle and processes associated with service offerings and agreements as they relate to services and service delivery. You will focus on the operational-level process activities and supporting methods and learn to execute these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.

Who Should attend

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

After Course Completion

  • Importance of service management as a practice concept
  • Service lifecycle principals, purpose, and objective
  • Importance of ITIL service offerings and agreements while providing service
  • How all processes in ITIL service offerings and agreement interact with other service lifecycle processes
  • The activities, methods, and functions used in each of the ITIL service offerings and agreement processes
  • Use the ITIL service offerings and agreement processes, activities, and functions to achieve operational excellence
  • Measure ITIL service offerings and agreements
  • Importance of IT security and its contributions to ITIL service offerings and agreements
  • Technology and implementation considerations surrounding ITIL service offerings and agreements
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service offerings and agreements
ITIL® Service Capability: Planning, Protection and Optimization (2724G)

About the course

This course integrates the capabilities, processes and roles that result in well planned, properly protected and continually optimized services. The core processes of Capacity, Availability, Information Security, IT Service Continuity and Demand Management are discussed in detail. Implementation and technology considerations along with the risks and challenges and the factors for success are presented. The course prepares attendees for the ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate, module that leads to the ITIL Expert Certificate.

 

Who Should attend

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

After Course Completion

 1.Planning, Protection, and Optimization

  • Processes
  • Purpose, Objectives, and Value of Service Design
  • Lifecycle within the PPO Context
  • Scope and Flow of Service Design
  • Service Requirements
  • Business Requirements and Drivers
  • Business Value of Service Design
  • Comprehensive and Integrated Service Design
  • Direction, Policy, and Strategy of Service Design
  • Optimizing Design Performance
  • Purpose and Objectives of the Design Coordination Process
  • Scope of the Design Coordination Process
  • Business Value of the Design Coordination Process

2.Demand Management

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

3.Capacity Management

  • Purpose and Objectives
  • Scope of Capacity Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Capacity Management
  • Information Management in Capacity Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

4.Availability Management

  • Purpose and Objectives
  • Scope of Availability Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Vital Business Functions
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

5.IT Service Continuity Management

  • Purpose and Objectives
  • Scope of ITSCM
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Process Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

6.Information Security Management

  • Purpose and Objectives
  • Scope of ISM
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

7.Technology and Implementation Considerations

  • Best Practices for Service and Process Implementation
  • Generic Technology Requirements for Service Design
  • Technology and Management Architectures
  • Selection of Tools and Technology to Support Service Design
  • Planning and Implementing Service Management Tools
  • Challenges, Risks, and CSFs

 

ITIL® Service Lifecycle: Service Strategy (2719G)

About the course

 In this course, you will be immersed in the overall concepts associated with the service strategy phase of the service life cycle. You will get an introduction to the key principles of service strategy, and you will learn about the service strategy processes. You will discover the importance of governance and related frameworks, and you will examine implementation considerations and approaches, including organizational design, the role of technology, and service automation. Through lecture, exercises, and scenario-based exam questions, you’ll learn the core disciplines of ITIL best practices.

Who Should attend

  • CIOs, CTOs, managers, supervisory staff, and team leaders
  • Service designers, IT architects, planners, consultants, and security managers
  • Any other IT operations, technical, or IT management personnel requiring more information about ITIL best practices related to service strategy
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

After Course Completion

 1.Introduction to Service Strategy

  • Key Service Management Concepts
  • Purpose and Objectives of Service Strategy
  • Scope of Service Strategy
  • Business Value of Service Strategy
  • Service Strategy Interfaces across the Service Lifecycle
  1. Service Strategy Principles
  • Basic Approach to Deciding Strategy
  • Services
  • Elements of Value
  • Utility and Warranty
  • Customer, Service, and Strategic Assets
  • Service Providers
  • Strategies for Customer Satisfaction
  • Service Economics
  • Sourcing Strategies and Governance
  1. Strategy Management for IT Services Process
  • Purpose, Objectives, and Scope of Strategy Management for IT Services
  • Business Value of Strategy Management for IT Services
  • Policies, Principles, and Basic Concepts of Strategy Management for IT Services
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Strategy Management for IT Services
  • Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
  • Challenges and Risks
  1. Service Portfolio Management Process
  • Purpose, Objectives, and Scope of Service Portfolio Management
  • Business Value of Service Portfolio Management
  • Policies, Principles, and Basic Concepts of Service Portfolio Management
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Service Portfolio Management
  • CSFs and KPIs
  • Challenges and Risks
  1. Financial Management for IT Services Process
  • Purpose, Objectives, and Scope of Financial Management for IT Services
  • Business Value of Financial Management for IT services
  • Policies, Principles, and Basic Concepts of Financial Management for IT Services
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Financial Management for IT Services
  • CSFs and KPIs
  • Challenges and Risks
  1. Demand Management Process
  • Purpose, Objectives, and Scope of Demand Management
  • Business Value of Demand Management
  • Policies, Principles, and Basic Concepts of Demand Management
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Demand Management
  • CSFs and KPIs
  • Challenges and Risks
  1. Business Relationship Management Process
  • Purpose, Objectives, and Scope of Business Relationship Management
  • Business Value of Business Relationship Management
  • Policies, Principles, and Basic Concepts of Business Relationship Management
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Business Relationship Management
  • CSFs and KPIs
  • Challenges and Risks
  1. Governance
  • Strategy for Governance
  • Governance Frameworks and Bodies
  • How Service Strategy Relates to Governance
  1. Organizing for Service Strategy
  • Service Strategy Roles
  • Organizational Development
  • Organizational Departmentalization
  • Organizational Design
  1. Technology Considerations
  • Service Automation, Instrumentation, and Analytics
  • Service Interfaces and Self-Service Channels
  1. Implementing Service Strategy
  • Implementation through the Service Lifecycle
  • Following a Lifecycle Approach
  • Impact of Service Strategy on the Other Service Lifecycle Stages
ITIL® Service Lifecycle: Service Design (2720G)

About the course

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service design phase of the service life cycle. You will cover management and control of the activities and techniques within the service design stage, not the detail of each of the supporting processes. Through lecture, exercises, and scenario-based questions, you will learn the core disciplines of the ITIL best practices.

Who Should attend

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

After Course Completion

    1 Introduction to Service Design

  • Key Service Management Concepts
  • Purpose, Goals, and Objectives of Service Design
  • Scope of Service Design
  • Service Design Processes Supporting the Service Lifecycle
  • Value of Service Design
  • Service Design Fundamentals
  • Processes within Service Design
  • Service Design Inputs and Outputs
  1. Service Design Principles
  • Holistic Design, Service Composition, and the Four Ps of Service Design
  • Five Major Aspects of Service Design
  • Importance of Taking a Balanced Approach to Service Design
  • Service Requirements, Business Requirements, and Drivers
  • Design Activities and their Constraints
  • Service-Oriented Architecture Principles
  • Service Design Models
  1. Design Coordination Process
  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Service Catalogue Management Process
  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Service Catalogue Management Roles
  1. Service Level Management Process
  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Service Level Management Roles
  1. Supplier Management Process
  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Supplier Management Roles
  1. Availability Management Process
  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Availability Management Roles
  1. Capacity Management Process
  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Capacity Management Roles
  1. IT Service Continuity Management Process
  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key IT Service Continuity Management Roles
  1. Information Security Management Process
  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities. Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Information Security Management Roles
  1. Organizing for Service Design
  • Functional Role Analysis
  • Using the RACI Matrix in Process Design
  • Functions within Service Design
  • Business Impact Analysis
  1. Technology and Implementation Consideration
  • Good Practices for Process Implementation
  • Generic Requirements for Technology to Assist Service Design
  • Applying Evaluation Criteria for Technology and Processes
  • Planning and Implementing Service Management Technologies
ITIL® Service Lifecycle: Service Transition (2721G)

About the course

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service transition phase of the service lifecycle. You’ll focus on service transition purpose, principles, processes, activities, functions, technology, and implementation considerations.

The main process focus areas of this course include:

  • Transition planning and support
  • Service asset and configuration management
  • Change management
  • Change evaluation
  • Release and deployment management
  • Service validation and testing
  • Knowledge management

Who Should attend

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

After Course Completion

    1.Service Transition

  •  Purpose and Objectives
  • Scope
  • Business Value
  • Context
  • Processes
  1. Service Transition Principles
  •  Policies
  • Define and Implement a Formal Policy
  • Implement All Changes to Services
  • Adopt a Common Framework and Standards
  • Maximize Reuse of Established Processes and Systems
  • Align Plans with the Business Needs
  • Establish and Maintain Relationships with Stakeholders
  • Establish Effective Controls and Disciplines
  • Provide Systems for Knowledge Transfer and Decision Support
  • Plan Release Packages
  • Anticipate and Manage Course Corrections
  • Proactively Manage Resources Across Service Transition
  • Ensure Early Involvement in the Service Lifecycle
  • Provide Assurance of the Quality of the New or Changed Service
  • Proactively Improve Quality During the Service Transition
  • Optimizing Performance
  • Inputs and Outputs by Lifecycle Stage
  1. Transition Planning and Support
  •  Purpose and Objectives
  • Scope of Transition Planning and Support
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Transition Planning and Support
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Service Asset and Configuration Management
  • Purpose and Objectives
  • Scope of Service Asset and Configuration Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Service Asset and Configuration Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Change Management
  •  Purpose and Objectives
  • Scope of Change Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Change Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Change Evaluation
  •  Purpose and Objectives
  • Scope of Change Evaluation
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Key Terminology
  • Activities, Methods, and Techniques
  • Trigger, Inputs, and Outputs
  • Process Interfaces with Change Evaluation
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Release and Deployment Management
  •  Purpose and Objectives
  • Scope of Release and Deployment Management
  • Business Value
  • Policies and Principles
  • Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Release and Deployment Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Service Validation and Testing
  •  Purpose and Objectives
  • Scope of Service Validation and Testing
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Trigger, Inputs, and Outputs
  • Process Interfaces with Service Validation and Testing
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Knowledge Management
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Knowledge Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities
  1. Managing People and Organizing for Service Transition
  •  Managing Communications and Commitment
  • Managing Organizational and Stakeholder Change
  • Organizational Development
  • Functions
  • Organizational Context for Transitioning A Service
  1. Technology and Implementation Considerations
  •  Knowledge Management Tools
  • Collaboration
  • Configuration Management System
  • Integrated Approach to Service Transition Processes
  • Implementing Service Transition in a Virtual or Cloud Environment
  1. Service Transition Challenges, Risks, and CSFs
  •  Challenges
  • Risks
  • CSFs
  • External Factors
ITIL® Service Lifecycle: Service Operation (2722G)

About the course

 In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations.

The main process focus areas of this course include:

  • Event management
  • Incident management
  • Problem management
  • Request fulfilment
  • Access management

The organizational functions focused on in this course include:

  • Service desk
  • Technical management
  • IT operations management
  • Application management

Who Should attend

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

After Course Completion

  • Importance of service management as a practice concept and service operation principals, purpose, and objectives
  • How all processes in ITIL service operation interact with other service lifecycle processes
  • Sub-processes, activities, methods, and functions used in each of the ITIL service operation processes
  • Roles and responsibilities within ITIL service operation and the activities and functions to achieve operational excellence
  • How to measure ITIL service operation
  • Technology and implementation considerations surrounding ITIL service operation
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service operation
ITIL® Managing Across the Lifecycle (2779)

About the course

This is the ITIL course that leads to the ITIL Expert in IT Service Management certification. In this course, you’ll be immersed in the contents of the ITIL publications. You’ll focus on business, management, and supervisory objectives, purposes, processes, functions, and activities, and you will examine the interfaces and interactions between the processes covered in the Service Lifecycle.

Who Should attend

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

After Course Completion

  1. Introduction to Managing Across the Lifecycle
  •  MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
  • Prerequisites for the MALC exam
  • Structure and scoring of the MALC exam
  • Bloom’s Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
  • MALC exam cast study
  1. Key Concepts of the Service Lifecycle
  •  Services, service management, and IT service management
  • Organizing functions and roles for service management
  • Effect of clarifying roles and using RACI
  • Element of value
  • Business value of various ITIL lifecycle stages
  • Approaches to risk management
  • Importance of knowledge management and the SKMS
  1. Communication and Stakeholder Management
  •  Coordinating business relationship management across the lifecycle
  • Role of business relationship management in the communication activities
  • Stakeholder management and communication
  • Using service models
  • Design activity coordination
  • Services
  • Managing communications and commitment throughout the lifecycle
  • Communication aspects of service operation
  • Communication strategy and plan
  1. Integrating Service Management Processes Across the Service Lifecycle
  •  Effectively and efficiently integrating service management processes across the life cycle
  • Impact and relationship of service strategy to other lifecycle stage
  • Various lifecycle stage inputs and outputs
  • Value and interfaces of the various service management processes
  1. Managing Service Across the Lifecycle
  • Importance of an approach to balanced design
  • Contribute to effective and efficient service management with design coordination and transition planning and support
  • Service transition lifecycle stages
  • Managing services across the lifecycle
  • Involving operations staff in other lifecycle stages
  • Sources of information helping in the implementation and improvement of services
  • Factors relevant to strategic assessments
  • Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages
  1. Governance, Roles, People, Competence, and the Organization
  •  Governance, activities, framework, and governance bodies
  • Relating strategy to governance
  • Service providers set direction, policy and strategy
  • Change management
  • Management systems
  • Establishing and maintaining a service management system
  • Organization development and departmentalization
  • Logical structure for a service provider
  • Functions and the types of services providers
  • Implementing and sourcing strategies
  1. Measurement
  •  Measuring and demonstrating value
  • Determining and using metrics
  • Approaches to monitoring and control
  • Using event management tools
  1. Implementing and Improving Service Management Capabilities
  •  Implementing service management, service management processes, and supporting tools
  • Different types of assessments and conducting assessments
  • Techniques for improving service management
  • Methods for implementing service management
  • Business value of service portfolio management