Description: The course is designed for all personnel involved in the services it management disciplines, this course provides them depth knowledge of techniques used in the range of services IT delivery and support processes. After completing the two-day course students will have managed to learn essential ITIL processes to give support, provide quality services, they will have acquired understanding how the processes relate with others, with business and other instances of it.
The course is suitable for any interested individual familiar with the concepts and recommendations of ITIL. After this training, students will be prepared to deal with the review of the “Foundation Certificate in IT Service Management”, certification internationally recognized as a measure of capacity and performance in the area in question, and is a prerequisite for the rest of ITIL certifications
Duration: 25 hours
Service management as a practice Concept of best practice Service concept Service management concept Process model The Service Lifecycle Introduction to services lifecycle Structure of the ITIL Library Goals and objectives of the services strategy (Service Strategy) Goals and objectives of the design of services (Service Design) Goals and objectives of the transition of services (Service Transition) Goals and objectives of the operation of services (Service Operations) Goals and objectives of the continuous improvement of services (Continual Service Improvement) Generic concepts and definitions Definition of basic terminology Explanation of basic concepts of management services Fundamental principles and models Service Strategy: Active services Creation of values Service Design: Portfolio services design Definition of services requirements Technology and architecture design Process design Measurements design Processes Services strategy: Market, offers and strategic assets Service portfolio management Demand management Financial management Service Design: Service level management Services catalogue management Availability management Service Design: Information security management Supplier management Capacity management It service continuity management Service Transition: Changes management Asset of services and configuration management Availability management Versions and deployments managing Service Operations: Incident management Events management Enforcement requests Information security management Problems management Access management Continual Service Improvement: 7-Step improvement process Functions Focus customer (Service Desk) Technical management Applications management IT operations Management Funciones Roles The process owner The service Owner RACI model Technology and architecture Services management technology requirements Services automation