Course Description
Summary
In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the planning, protection, and optimization (PPO) of 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 training is intended to enable you to apply the practices throughout the service management lifecycle.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 is offered on the last day of the course at 1:00 pm.The main process and function focus areas of this course include:•Demand management•Capacity management•Availability management•IT service continuity management (ITSM)•Information security management (ISM)Please 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: Planning, Protection, and OptimizationProcessesPurpose, Objectives, and Value of Service DesignLifecycle within the PPO ContextScope and Flow of Service DesignService RequirementsBusiness Requirements and DriversBusiness Value of Service DesignComprehensive and Integrated Service DesignDirection, Policy, and Strategy of Service DesignOptimizing Design PerformancePurpose and Objectives of the Design Coordination ProcessScope of the Design Coordination ProcessBusiness Value of the Design Coordination Process
Module 2: Demand ManagementPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess InterfacesInformation ManagementCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 3: Capacity ManagementPurpose and ObjectivesScope of Capacity ManagementBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess Interfaces with Capacity ManagementInformation Management in Capacity ManagementCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 4: Availability ManagementPurpose and ObjectivesScope of Availability ManagementBusiness ValuePolicies, Principles, and Basic ConceptsVital Business FunctionsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess InterfacesInformation ManagementCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 5: IT Service Continuity ManagementPurpose and ObjectivesScope of ITSCMBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesProcess InterfacesInformation ManagementCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 6: Information Security ManagementPurpose and ObjectivesScope of ISMBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess InterfacesInformation ManagementCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 7: Technology and Implementation ConsiderationsBest Practices for Service and Process ImplementationGeneric Technology Requirements for Service DesignTechnology and Management ArchitecturesSelection of Tools and Technology to Support Service DesignPlanning and Implementing Service Management ToolsChallenges, Risks, and CSFs
Module 8: Exam Preparation/Mock Exam
Module 9: Exam