Course Title: IT Service management
Course duration: 18 Hours
Certification: The ITIL Foundation Certificate in Information Technology Service Management
Course Outline:
Module1: Service management as a practice
Describe the concept of best practices in the public domain. Describe and explain why ITIL is successful. Define and explain the concept of a service. Define and explain the concept of internal and external customers. Define and explain the concept of internal and external services. Define and explain the concept of service management. Define and explain the concept of IT service management. Define and explain the concept of stakeholders in service management. Define processes and functions. Explain the process model and the characteristics of processes.
Module 2: The ITIL service lifecycle
Describe the structure of the ITIL service lifecycle . Account for the purpose, objectives and scope of service strategy . Briefly explain what value service strategy provides to the business. Account for the purpose, objectives and scope of service design. Briefly explain what value service design provides to the business. Account for the purpose, objectives and scope of service transition. Briefly explain what value service transition provides to the business. Account for the purpose, objectives and scope of service operation. Briefly explain what value service operation provides to the business. Account for the main purpose, objectives and scope of continual service improvement. Briefly explain what value continual service improvement provides to the business.
Module 3: Generic concepts and definitions
Utility and warranty, Assets, resources and capabilities. Service portfolio, Service catalogue, Governance, Business case. Risk management, Service provider, Supplier, Service level agreement. Operational level agreement, Underpinning contract, Service design package. Availability, Service knowledge management system, Configuration item. Configuration management system, Definitive media library, Change, Change types. Event, Alert, Incident, Impact, urgency and priority, Service request, Problem. Workaround, Known error, Known error database, the role of communication in service operation. Release policy, Types of services, Change proposals, CSI register, Outcomes. Patterns of business activity, Customers and users, The Deming Cycle.
Module 4: Key principles and models
Service strategy
Service solutions for new or changed services. Management of information systems and tools. Technology architectures and management architectures. The processes required. Measurement methods and metrics
Continual service improvement
Relationship between critical success factors (CSF) and key performance indicators (KPI). Baselines. Types of metrics (technology metrics, process metrics, service metrics)
Module 5: Processes
Service strategy
The service portfolio management. Financial management for IT services. Business relationship management
Service design
Service level management (SLM). Service catalogue management. Availability management. Information security management (ISM). Supplier management. Capacity management. IT service continuity management. Design coordination.
Service transition
Change management. Release and deployment management. Knowledge management. Service asset and configuration management (SACM). Transition planning and support.
Service operation
Incident management. Problem management, not section on problem analysis techniques. Event management. Request fulfilment. Access management
Continual service improvement
The seven-step improvement process.
Module 6: Functions
The service desk function. The technical management function. The application management. The IT operations management function (IT operations control and facilities management)
Module 7: Roles
Account for the role and the responsibilities of the
Process owner. Process manager. Process practitioner. Service owner.
Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.
Module 8: Technology and architecture
Understand how service automation assists with expediting service management processes
