About this Course
This on site company private course is adapted at the level of the participants
Participants: From 2 to 6 people
Instructor: ITIL Certified trainer
Date: According to your availability
Audience profile
You are an IT professional, business manager or business process owner in an organization that operates according to ITIL. After gaining the certificate, you will understand how the ITIL exam program contributes to raising the quality of IT Service Management. Your role and qualities are important for better (team) performance.
Teaching Methodology
Mixed sessions of theory and practice, with description of the subjects by the trainer and experimentation in the personal computer. Exercises and role plays to practice individualized resolution.
Summary and commercial proposal
- Software in English Version ITIL Foundation v3
- Time : 9:00 to 12:00 et 13: 30 to 17:00
- Certificates: Each participant receive a BesTeam Certificate of Achievement
- Material: ITIL Foundation Guide – Softcopy
Course Outline:
Service Management as a Practice
• Objectives of course
• What is Service Management?
• What are services?
• Early history of ITIL
• ITIL examination bodies
• Complimentary standards and publications
• Why is good practice needed?
• Overview of the ITIL Service Lifecycle stages
• Functions, processes and roles explained
Service Strategy
• Introduction to Service Strategy
• Key concepts within Service Strategy
• The Service Portfolio and the Service Catalogue
• Service Strategy processes
• Components of value and value creation
• Service Portfolio management process and roles
• Demand management process and roles
• Generic roles, Service Owner, Process Owner, Process Manager, Process Practitioner, Product
• Manager and the Business Relationship Manager role
Service Design
• Introduction to Service Design
• Supplier and Service Level management
• Service Catalogue management
• Availability management
• Information Security management
• Capacity management
• IT Service Continuity management
• Design coordination
Service Transition
• Introduction to Service Transition
• Service Transition processes
• Roles involved with Service Transition activities
Service Operation
• Introduction to Service Operation
• Incident management process
• Problem management
• Event management
• Request fulfillment
• Access management methods
• Activities and tools, generic process activities
• Service desk and other functions
Continual Service Improvement
• Overview of the Continual Service Improvement stage of the Service Lifecycle
• CSI tools and techniques including the Deming cycle, CSI model and the CSI
register
• 7 Step Improvement process model
• Roles involved in CSI
Technology and Architecture
• Objectives for use of technology and tools
• Tool evaluation and tool selection process considerations
• Tools and technology across the Service lifecycle stages
