In this course, you will learn about how the IT Infrastructure Library (ITIL) can help align with business and IT, control costs, improve IT service quality, balance resource allocations, and make IT a more enjoyable and stable place to work. Learn from experienced instructors who have led implementations and have the first-hand knowledge and experience to explain the benefits, pros, and cons of ITIL. This course includes handouts and references useful after the class.

What You'll Learn

• Key principles and concepts of IT service management
• Benefits of implementing ITIL in an organization
• How service management processes map to the overall service lifecycle
• Basic concepts and definitions related to the service lifecycle
• Activities and roles involved with the service lifecycle
• Relationships of each component of the service lifecycle and how each maps to other components
• Factors that make service management more or less effective

Who Needs to Attend

Anyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, senior technical and non-technical staff, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

Prerequisites

Familiarity with IT terminology and IT-related work experience is recommended.

Follow-On Courses

• ITIL® Foundation

Course Outline

1. Introduction

• Key service management concepts and definitions
• Stages of the lifecycle

2. Service Strategy

• Purpose of the service strategy lifecycle stage
• Value of service strategy to the business
• Basics concepts related to service strategy
• Service portfolio and the components of the service portfolio
• Service strategy processes

3. Service Design

• Purpose and objectives of the service design lifecycle stage
• Value of service design to the business
• Basic concepts related to service design
• Service design processes

4. Service Transition

• Purpose of the service transition lifecycle stage
• Business value of service transition
• Service transition processes

5. Service Operation

• Purpose of the service operation lifecycle stage
• Basic concepts related to service operation
• Purpose, objectives, scope, and basic concepts for incident management and problem management
• Functions of service operations

6. Continual Service Improvement (CSI)

• Purpose of the CSI lifecycle stage
• Business value of CSI
• Purpose and objectives of the seven step improvement process
• Deming Cycle