This exciting and dynamic 3-day Course, fully updated for ITIL 2011, introduces learners to the lifecycle of managing IT services to deliver to business expectations. As well as an engaging, case study based approach to Learning the core disciplines of the ITIL Best Practice, this Course also positions the student to successfully complete the associated exam, required for entry into the future ITIL intermediate level training Courses.
The ITIL Best Practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.
Duration Learning Credits
3 Days – 24 hours of 24 PDU’s
Session
Public Classroom Pricing:
Early Bird Price: CAD 2295.00
Regular Price: CAD 2595.00
Instructor-Led Virtual Live Pricing:
Early Bird Price: CAD 1995.00
Regular Price: CAD 2295.00
Private Group / In-House Learning:
Have a group of 3 or more people?
Register yourself with a special pricing and
request the training exclusively
Module1: Course Introduction
● Student and Instructor Introductions
● The Service Lifecycle
● Course Learning Objectives
● Course Agenda
● ITIL Qualification Scheme
● The Royal Chao Phraya Hotel
● Case Study
Module2: Service Management as a Practice
● ModuleLearning Objectives
● Topics Covered in this Module
● Best Practices in the Public Domain
● ITIL as a Good Practice
● Concept of Service
● Concept of Service Management
● Processes and Functions
● The RACI Model
● Roles and Responsibilities
● Module Summary
Module3: Service Lifecycle
● ModuleLearning Objectives
● Topics Covered in this Module
● The Service Lifecycle
● Basic Concepts of Service Strategy
● Basic Concepts of Service Design
● Basic Concepts of Service Transition
● Basic Concepts of Service Operation
● Basic Concepts of Continual Service Improvement
● Exercise — The New Swimming Pool
● Module Summary
Module4: Service Strategy
● ModuleLearning Objectives
● Service Strategy in the Life Cycle
● Topics Covered in this Module
● Basic Concepts of Service Strategy
● Principles and Models of Service Strategy
● Processes of Service Strategy
● Module Summary
● End of Module Quiz
Module5: Service Design
● ModuleLearning Objectives
● Service Design in the Life Cycle
● Topics Covered in this Module
● Basic Concept of Service Design
● Principles and Models of Service Design
● Processes of Service Design
● Exercise — Crossword
● Module Summary
● End of Module Quiz
Module6: Service Transition
● ModuleLearning Objectives
● Service Transition in the Life Cycle
● Topics Covered in this Module
● Change Management
● Service Asset and Configuration Management
● Release and Deployment Management
● Transition Planning and Support
● Knowledge Management
● Exercise — Crossword
● Module Summary
● End of Module Quiz
Module7: Service Operation
● ModuleLearning Objectives
● Service Operation in the Life Cycle
● Topics Covered in this Module
● Event Management
● Incident Management
● Request Fulfilment
● Problem Management
● Access Management
● Service Operations Functions
● Exercise — Complaint Handling and Service Recovery
● Module Summary
● End of Module Quiz
Module8: Continual Service Improvement
● ModuleLearning Objectives
● CSI in the Life Cycle
● Topics Covered in this Module
● Basic Concepts of CSI
● Principles and Models of CSI
● CSI – The Seven Step Improvement Process
● Module Summary
● End of Module Quiz
Module9: Technology and Architecture
● ModuleLearning Objectives
● Topics Covered in this Module
● Service Automation
● Competence and Skills for Service Management
● Competence and Skills Framework
● Training
● Module Summary
● Exam Preparation Guide
● Mock Exam
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators
● Comprehend Service Management as a Practice
● Understand the Service Lifecycle
● Know the generic concepts and Definitions
● Understand the key Principles and models used behind selected Processes Identify the selected Processes
● Understand the selected functions and roles
● Comprehend the technology and architecture of the Service Lifecycle
● Comprehend competence and training