The course will be divided into 5 sections based on the 5 core texts for ITIL® v3.
Service Operation
> Day-to-day operation of IT Services support and delivery
> Coordination and fulfillment operations required to manage services at agreed levels.
> Enabling the business to meet its objectives.
> Effective functioning of technology that support services.
The Role of Service Operation in the Life cycle of
Processes:
> Event Management
> Incident Management
> Request Fulfillment
> Access Management
> Problem Management
Functions:
> Service Desk
> Technical Management
> IT Operations Management
> Applications Management
Service Transition:
Provides guidance on how the requirements of Service Strategy (encoded in Service Design) are effectively realized in service operations while controlling the risks of failure and disruption.
Effective Service Transition ensures that meeting business need, cost, and efficiency are achieved with minimal risk, maximum optimization and the highest degree of confidence possible.
This segment will discuss the Goals and Objectives of the Service Transition phase of the life cycle including, setting expectations, reducing variation, and minimizing risk while introducing new or changed services into production.
The Main Goals and Objectives of this segment will concentrate on How to introduce new services (or change the existing services) with appropriate balance of:
> Speed
> Cost
> Safety
This segment will focus on customer expectations and requirements.
The processes and activities in the list below comprise both life-cycle processes and those almost wholly contained within Service Transition:
> Transition Planning and Support
> Change Management
> Service Asset and Configuration Management
> Release and Deployment Management
> Service Testing and Validation
> Evaluation
> Service Knowledge Management
Change Management, Service Asset and Configuration Management and Knowledge Management are used throughout the Service life cycle, but are addressed in this module since they are central to effective Service Transition. The other processes and activities are mostly contained within the Service Transition phase of the lifecycle, but also are used throughout other phases (e.g., evaluation of design, performance testing within operations).
Service Strategy:
The objective of this strategy module is to give insights on defining a Service Strategy based on:
A better understanding of the customers of the IT organization
Strategy is about looking at the long term vision of an organization or of a service. Questions answered in this module will include:
> What is the purpose of the organization as a whole?
> What service should the IT organization offer and to whom?
> How do we create value for our customers?
> How do we choose between different paths for improving service quality?
> How can success be assured on the long term?
The goal of Service Strategy is to specify the strategic objectives, give overall directions, develop policies and plans and allocate resources to implement the policies and plans to achieve the organization's objectives. The strategy objectives provide direction for growth, prioritize investments and define outcomes against which the effectiveness of the services can be measured. These topics and more will be discussed in Service Strategy.
Service Design:
This module is part of the overall ITIL® Service Lifecycle, and covers the design of appropriate and innovative IT Services to meet current and future agreed business requirements.
It describes the principles of Service Design and looks at identifying, defining and aligning the IT solution with the business requirements. It also introduces the concept of the Service Design Package and looks at selecting the appropriate Service Design Model.
Service Design deals with ensuring that when Services are designed, they:
> Provide Measurable Value to the Business
> Ensure the achievement of business objectives
> Are provided cost-effectively
> Deliver improved quality
With good Service Design it will be possible to deliver high-quality, cost-effective services and to ensure that the business objectives are being met. This module assures that the participant understands how the following benefits are achieved as a result of good Service Design practice:
> Reduced Total Cost of Ownership (TCO)
> Improved alignment, quality and consistency of service
> Easier implementation of new or changed services
> More effective service performance
> Improved IT governance
> More effective Service Management and IT processes
> Improved information and decision making
Continual Service Improvement:
The goal of Continual Service Improvement (CSI) is to align and realign IT Services to the changing Business needs by identifying and implementing improvements to the IT services that support the Business Processes.
In this module the participant will learn:
CSI needs to be treated just like any other service practice. There needs to be upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned, and activities identified in order to be successful. CSI must be planned and scheduled as a process with defined activities, inputs, outputs, roles and reporting.
The Continual Service Improvement module focuses on two areas:
> Improving the services offered, and
> The alignment of the IT Services with the current and future business needs.
Upon completing this segment the participant will be equipped to:
> Make recommendations for improvements
> Review and analyze SLA results
> Identify and implement activities to improve IT Services and Processes
> Improve cost effectiveness without sacrificing customer satisfaction
> Choose and employ quality management methods
> Continual Service Improvement has many objectives, the most important are:
> Recommendations on improvements in each lifecycle phase
> Reviewing and analyzing SLA results
> Identifying and implementing activities to improve the quality of services offered, as well as efficiency and effectiveness of the IT Service Management processes
> Trying to improve the cost effectiveness, without a reduction in quality (which would thereby lower customer satisfaction)
> Make sure that quality management methods are in place to maintain the quality levels