Course Description
Summary
In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with service offerings and agreements as they relate to services and service delivery. You will focus on the operational-level process activities and supporting methods and learn to execute these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.The main process focus areas of this course include:•Business relationship management•Service portfolio management•Financial management for IT services•Demand management•Service catalogue management•Service level management•Supplier managementPlease note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
Outline
Module 1: Service Offerings and AgreementsHow Service Offerings and Agreements Practices Support the Service LifecyclePurpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination ProcessSuccessful Services Depend on the Customer's Perception of Utility and WarrantyRelevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices
Module 2: Business Relationship ManagementPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process InterfacesInformation Management within the Business Relationship Management ProcessCSFs and KPIsChallenges and RisksKey Roles and Responsibilities
Module 3: Service Portfolio ManagementService PortfolioPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process InterfacesInformation Management within the Service Portfolio Management ProcessCSFs and KPIsChallenges and RisksKey Roles and Responsibilities
Module 4: Financial Management for IT ServicesPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process InterfacesInformation Management within the Financial Management for IT Services ProcessCSFs and KPIsChallenges and RisksKey Roles and Responsibilities
Module 5: Demand ManagementImportance of Demand Management to Managing Services throughout their LifecyclePurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process InterfacesInformation Management within the Demand Management ProcessCSFs and KPIsChallenges and RisksKey Roles and Responsibilities
Module 6: Service Catalog ManagementImportance of the Service Catalog to the Service LifecyclePurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process InterfacesInformation Management within the Service Catalog Management ProcessCSFs and KPIsChallenges and RisksProduction of a Service CatalogKey Roles and Responsibilities of Service Catalog Management
Module 7: Service Level ManagementImportance of Service Level Management to the Service LifecyclePurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process InterfacesInformation Management within the Service Level Management ProcessCSFs and KPIsChallenges and RisksContents of Service and Operational Level Agreements (SLAs and OLAs)Key Roles and Responsibilities
Module 8: Supplier ManagementPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process InterfacesInformation Management within the Supplier Management ProcessCSFs and KPIsChallenges and RisksKey Roles and Responsibilities
Module 9: Technology and Implementation ConsiderationsGeneric Requirements for Service Management TechnologiesEvaluation Criteria for Technology and Tooling for Process ImplementationGood Procedures for Practice and Process ImplementationChallenges, CSFs, and Risks Related to Implementing Practices and ProcessesHow to Plan and Implement Service Management Technologies
Module 10: Exam Preparation/Mock Exam
Module 11: Exam