On successful completion of the course delegates will be able to understand:
- Service management as a practice
- The service lifecycle
- Key principles and Models related to service management
- Be aware of:
- Key concepts
- Key processes
- Key roles
- Key functions
- Associated technology and architecture
- The ITIL® qualification scheme
Service Management as a practice
What is a service?
What is service management as a practice?
The Service Lifecycle
Understanding the service lifecycle and the objectives and business value for each phase in the lifecycle.
Understanding the key concepts and terminology used within service management.
Key Principles and Models
- Service Strategy
- What is service strategy
- Service management as a strategic asset
- Alignment of IT strategy and the business strategy
- Prioritising opportunities
- Service Design
- Designing and developing services
- The 5 major aspects of Service Design
- Designing service management processes
- Converting strategy into services
- Service Transition
- Develop and improve capabilities
- Transitioning new and changed services into operation
- Manage change complexities
- Service Operation
- Effective and efficient delivery and support of services
- The importance of communication
- Ensuring value to the customer and service provider
- Maintaining stability in a changing world
- Continual Service Improvement
- The PDCA and CSI models
- Create and maintain value to customers
- The importance of measurements and Governance
- The 3 main activities within Service Strategy.
- The 8 key processes within Service Design.
- The 5 essential processes used in Service Transition.
- The day to day processes and functions of Service Operation.
- The 7-step improvement process of CSI.
The service desk and its reliance on other service management functions.
The roles and their associated responsibilities within service management.
- Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation
- IT professionals working within an organisation that has adopted and adapted ITIL® to enable them to understand and therefore contribute to the ongoing service improvement programme
Delegates should have a general awareness of IT and appreciation of their own business environment
Delegates are provided with:
- Course material folder
- Copy of the pocketbook: ITIL® Foundation handbook.
Award of this certificate is by examination taken at the end of the course and consisting of a 1 hour 40 question multiple-choice paper under the invigilation of the Examination Board. A pass mark of 65% is required in the examination taken at the end of the course.