Detailed Course Outline
Intro
- What ITIL is and what it is not. Who is the owner and other general information.
- What are the drivers for better IT Management, useful guidance and what are best practices.
- Definition of Service, Service Management and IT Service Management.
- Functions, Roles and Processes.
Guiding Principles
- Focus on value.
- Start where you are.
- Progress iteratively with feedback.
- Collaborate and promote visibility.
- Think and work holistically.
- Keep it simple and practical.
- Optimize and automate
4 Dimensions
- Organizations and people.
- Information and technology.
- Partners and suppliers.
- Value streams and processes
Service Value Chain
- Describe the ITIL service value system.
- Describe the interconnected nature of the service value chain and how this supports value streams.
- Describe the inputs, outputs and purpose of each value chain activity: Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support
ITIL Practices
- General Management Practices: Continual Improvement
- General Management Practices: Information Security Management
- General Management Practices: Relationship Management
- General Management Practices: Supplier Management
- Service Management Practices: Availability Management
- Service Management Practices: Capacity and Performance Management
- Service Management Practices: Change Control
- Service Management Practices: Incident Management
- Service Management Practices: IT Asset Management
- Service Management Practices: Monitoring and Event Management
- Service Management Practices: Problem Management
- Service Management Practices: Release Management
- Service Management Practices: Service Configuraion Management
- Service Management Practices: Service Continuity Management
- Service Management Practices: Service Desk
- Service Management Practices: Service Level Management
- Service Management Practices: Service Request Management
- Technical Management Practices: Deployment Management