Course Description
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. Agenda
1. Planning, Protection, and Optimization
• Processes
• Purpose, Objectives, and Value of Service Design
• Lifecycle within the PPO Context
• Scope and Flow of Service Design
• Service Requirements
• Business Requirements and Drivers
• Business Value of Service Design
• Comprehensive and Integrated Service Design
• Direction, Policy, and Strategy of Service Design
• Optimizing Design Performance
• Purpose and Objectives of the Design Coordination Process
• Scope of the Design Coordination Process
• Business Value of the Design Coordination Process
2. Demand Management
• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces
• Information Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities
3. Capacity Management
• Purpose and Objectives
• Scope of Capacity Management
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces with Capacity Management
• Information Management in Capacity Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities
4. Availability Management
• Purpose and Objectives
• Scope of Availability Management
• Business Value
• Policies, Principles, and Basic Concepts
• Vital Business Functions
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces
• Information Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities
5. IT Service Continuity Management
• Purpose and Objectives
• Scope of ITSCM
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Process Interfaces
• Information Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities
6. Information Security Management
• Purpose and Objectives
• Scope of ISM
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces
• Information Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities
7. Technology and Implementation Considerations
• Best Practices for Service and Process Implementation
• Generic Technology Requirements for Service Design
• Technology and Management Architectures
• Selection of Tools and Technology to Support Service Design
• Planning and Implementing Service Management Tools
• Challenges, Risks, and CSFs
8. Exam Preparation/Mock Exam
9. Exam Comments
Office Policy: In fairness to all participants, anyone arriving more than 30 minutes late will be rescheduled for another class date.
Cancellation Policy: No Shows: If you are registered for a class and do not attend and fail to contact our office to cancel or reschedule, a fee equivalent to your daily rate will be applied.
Rescheduling: Productivity Point reserves the right to cancel or reschedule any training course.Should we reschedule a course, a full credit will be applied to the rescheduled course. Productivity Point cannot assume responsibility for any other costs to the student (i.e.non-refundable airline tickets). Class credits are redeemable for up to 1 years.
Cancellations: There is no charge for cancellations that are made Ten (10) or more business days prior to the scheduled training date. Cancellations that are made nine (9) business days or less of the scheduled training date are considered “late cancellations” and the full price of the class will be charged.All training cancelled within 10 or more business days' notice will have a credit on account in the full amount of purchase. This credit can be applied to any Productivity Point products or services for up to 1 year from the date of original transaction. There are no refunds.