IT Service Management & The ITIL Framework
ITIL® is the IT Infrastructure Library. The main focus of the development was on mutual best practices for IT departments and data centers to ensure comparable services
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COURSE OVERVIEW

The course offers candidates awareness of the key elements, concepts and terminology used in the ITIL Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices. 

AIMS 

This qualification is primarily aimed towards:

• Those who require a working knowledge of the ITIL framework;

• Those who need understanding of how ITIL can be used to enhance the security and quality of IT service management within an organization;

• IT professionals or others working within an organization that has adopted and adapted ITIL who need to be informed about, or contribute to an ongoing service improvement programme.

ITIL COURSE MODULES

SERVICE MANAGEMET & THE ITIL SERVICE LIFECYCLE

The purpose of this unit is to help the candidate to define the concept of a service, and to comprehend and explain the concept of service management as a practice.

Specifically, candidates must be able to define and explain the following key concepts:

• Utility and warranty , Assets, resources and capabilities
• Service portfolio , Governance , Risk management
• Service design package , Security Management, Availability

SERVICE STRATEGY

Identification of the services, assets and the users/customers who use them.

Delivering a comprehensive and clear service provision model, in which we identify how the services will be funded and presented, and to whom they will be delivered and the purpose that they will serve.

Coordinating and documenting the use of service assets for the provision of services, and how they can be used, including optimizing their performance.

The service strategy publication provides guidance on understanding the most important practices that need to be employed to define and carry out a service strategy in a service provider organization.

Service level management (SLM). Service-based SLA & SLA monitoring (SLAM) chart

SERVICE DESIGN

In the service design part of the course, we look at the Purpose, Objectives, Scope and business value of this lifecycle stage.

We examine what we call the 4 P’s - People, Processes, Products and Partners – the 4 areas we need to consider when designing a service. We then look at the 5 major aspects of Service Design. These are:

• Designing the Service Solution itself
• Designing the service management system and tools that will be required to manage the service
• Understanding the importance of management and technology architectures
• Understanding the processes that will be required
• The measurement systems, methods and metrics that will show us whether the service is working properly

SERVICE TRANSITION

Service Transition consists of 7 different processes. We examine the purpose, objectives, scope and business value of this lifecycle stage, and look in detail at the Change Management process.

• Transition planning and support
• Service Asset and Configuration Management (SACM)
• Release and Deployment Management

SERVICE OPERATION

We look in detail at the key processes of Incident management and Problem Management. We then take a high level view of the remaining 3 operations processes of access management, request fulfilment and event management.

We examine the four functions involved in service operations. These are the service desk, technical management, application management and operations management functions.

CONTINUAL SERVICE IMPROVEMENT

Account for the main purpose, objectives and scope of continual service improvement

• What value continual service improvement provides to the business
• Understand the purpose, objectives and scope for the seven-step improvement process
• Explain the continual service improvement approach
• Describe the CSI register and the Deming Cycle Understand the role of measurement for continual service improvement and types of metrics
• Understand the relationship between critical success factors and key performance indicators and the importance of Baselines

COURSE ORGANISATION & TIMING

We have created a schedule for this course to match with most availabilities.

The course is modular and candidates can take any combination from P1 and then A1- A4. Courses are hands-on(25% theory, 75% practice)

BENEFITS OF THIS COURSE

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INTERESTED IN THIS COURSE?

Infoclub Ltd has proudly served IT Professionals seeking to enhace their skillsets with the latest certification in IT with precision and excellence for over 30 years.

You can contact us through the following:

Email: Infoclubltd@yahoo.com

Phone: +230 2411533

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  • Less than 24-hour response to your question.
  • Throughness and expertise of an Experienced and Certified Lecturer.

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