Schedule

Training Course Schedule
ITIL (Information Technology Infrastructure Library) Service Management

Code: ED19A17
Type: EdITC Incompany
Category: Project Managers
Course: [312] - {not found}
Date: 1 Jul 2019 08:00 - 8 Jul 2019 15:45

ITIL, formerly an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.

The Foundation level is the entry level qualification which offers a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.

This course provides a practical understanding of ITIL key concepts, principles, processes, and functions  and prepares students to pass the ITIL Foundation exam.



Duration: 21 hours (3 days)
Location: EDITC & MMC Conference Center, 16 Imvrou Street, 1055 Nicosia
Language: Greek or English
Attendance: 1-12
Speaker: Maria Knais
 

Price: €650.00
Subsidy: €357.00
Total: €293.00
Topics

An Introduction to the ITIL 4 Framework
Learning Objectives

This introductory module gives a complete overview of the ITIL 4 Framework, the evolution of ITIL 4 and best practices, and an introduction to the ITIL 4 certification structure.

The areas covered include:

Introduction to ITIL 4

ITIL 4 Evolution

ITIL 4 Best Practices

ITIL 4 Certification Scheme

ITIL v3 and ITIL 4

Purpose of the ITIL Foundation Qualification

Who Benefits from the Course

Case Study

The Key Concepts of Service Management

Learning Objectives

This module will introduce you to the key concepts and terminology of ITIL. The concepts are relevant for all services and service relationships, regardless of their nature and underpinning technology. The concepts include:

The nature of value and value co-creation

Organizations, service providers, service consumers and other stakeholders

Products and services

Service relationships

Value: outcomes, costs and risks

You will then learn how they can be used to address real-world IT service management challenges.

Chapter 1: Key Definitions

Chapter 2: Creating Value with Services

Chapter 3: Key Concepts of Service Relationships

Quiz & Assignment

The Guiding Principles

Learning Objectives

‘Guiding principles’ are recommendations which can guide organizations in any given circumstance, regardless of any changes made to its goals, strategies, type of work or management structure.

ITIL’s guiding principles form the core messages of the framework, as well as ITSM in general. They are designed to support successful actions and good decisions, and can even help users to adapt ITIL to suit their own circumstances.

Many of ITIL 4’s guiding principles reflect those found in other frameworks, standards and methodologies. These include Lean, Agile, COBIT and DevOps. This allows organizations to easily integrate ITIL 4 into their current service management approach.

These principles are applicable to virtually any initiative or stakeholder group relationship. Most importantly, ITIL’s guiding principles encourage and support organizations in pursuing continual improvement at all levels.

The ITIL 4 Guiding Principles include:

Focus on value

Start where you are

Progress iteratively with feedback

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

Optimize and automate

This module will introduce you to ITIL’s Guiding Principles, as well as their purpose, flexibility and relationship with other standards and frameworks.

 

The Four Dimensions of Service Management

Learning Objectives

The four dimensions of service management offered by ITIL 4 provide a holistic view of the different constraints, resource types and other points of focus which must be considered when designing, managing or operating an organization.

They include:

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

By approaching any problems and developments from the perspective of each dimension individually, organizations can ensure that their Service Value System (SVS) is both balanced and effective.

This module will provide you with a clear understanding of the four dimensions of service management outlined in the ITIL 4 syllabus, and how they enable a holistic approach to ITSM.

Service Value System (SVS)

Learning Objectives

The ITIL 4 SVS describes the different inputs (opportunity and demand), elements (organizational governance, service management, continual improvement and an organization’s capabilities and resources) and outputs (achievement of organizational objectives and resultant value for the organization and its stakeholders) of effective service management.

The ITIL SVS includes:

The guiding principles

Governance

Service value chain

Practices

Continual improvement

In this module, you will examine how these factors work together within a system in order to create value for connected organizations, as well as their customers and other stakeholders.

 

The Service Value Chain

Learning Objectives

The ITIL Service Value Chain (SVC) is a core component of the SVS. IT offers an operating model for creating, delivering and continually improving services. It consists of six activities which can be combined in a number of different ways to create flexible value streams. The SVS can also accommodate different approaches, including DevOps.

This flexibility enables users to adapt services in order to meet changing demands as effectively and efficiently as possible. SVS activities are supported by ITIL practices, creating a highly versatile tool for ITSM.

This module will introduce you to the SVS and how it can be used and adapted to manage different products and services.

 

Practice: Purpose and Key Terms

Learning Objectives

This module covers the 18 ITIL 4 Practices. Students will learn the purpose and description of activities for each practice, as well as their place in the Service Value Chain.

The 18 ITIL 4 practices include:

Continual Improvement

Information Security Management

Relationship Management

Supplier Management

Availability Management

Capacity and Performance Management

Change Control

Incident Management

IT Asset Management

Monitoring and Event Management

Problem Management

Release Management

Service Configuration Management

Service Continuity Management

Service Desk

Service Level Management

Service Request Management

Deployment Management

The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.

 

Understanding the 7 ITIL Practices

Learning Objectives

The 7 ITIL practices can be used to support multiple service value chain activities. Together, they offer practitioners a versatile yet highly comprehensive toolset for approaching ITSM. They include:

Chapter 1: Continual Improvement

Chapter 2: Change Control

Chapter 3: Incident Management

Chapter 4: Problem Management

Chapter 5: Service Request Management

Chapter 6: The Service Desk

Chapter 7: Service Level Management

Quiz & Assignment

This module will provide you with a clear understanding of the 7 ITIL practices, their importance and their relationship the ITIL Service Value Chain.

 

Learning Objectives

Practice exam

These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Foundation examination. It will be well worth testing your knowledge on ITIL 4 before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.



Who Should Attend

This course is for all IT service personnel, within an Organization. Participants could be:

1. IT technicians
2. IT Managers
3. Network administrators/engineers
4. Security administrators/engineers
5. Developers



Purpose

At course completion the participants will have learned:

  • An overview of the tools and methodologies, purpose and components of ITIL 4, including the ITIL Service Lifecycle and the Service Value System

  • The key concepts and value of IT service management to IT service providers and their customers

  • How the ITIL guiding principles can help organizations adopt and adapt service management

  • The activities of the service value chain, and how they interconnect

  • The purpose and key terms of 18 ITIL practices and the 7 essential practices

  • How the ITIL best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-related services, regardless of an organization’s size, structure or industry

  • How to become an ITIL 4 Expert by understanding the new certification path including the ITIL Managing Professional (MP) and ITIL Strategic Leader (SL) streams



Objectives

ITIL, formerly an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.


The Foundation level is the entry level qualification which offers a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.


This course provides a practical understanding of ITIL key concepts, principles, processes, and functions  and prepares students to pass the ITIL Foundation exam.



Methodology
  • Lecture
  • Discussion
  • Case study
  • Exercises


Equipment

The classrooms are equiped with computers (one for each student) projector, Internet access, whiteboard, flipchart and printing facilities.
Each student has a step by step book.



TimeTable

Monday, 1st of July 2019, at 8:00 - 15:45
Tuesday , 2nd of July 2019, at 8:00 - 15:45
Monday, 8th of July 2019, at 8:00 - 15:45

 

 

 

 




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