• The origin and ownership of ITIL
• What is ITIL?
• What ITIL is not!
• ITIL's original objectives
• Drivers for ITSM best practices
• Major spheres of business and IT influence
• The ITIL Version 2.0 architecture
• Inside the 'ITIL box'
• Overview of every ITIL publication in current version
• A perspective on the history of ITIL - part 1
• How ITIL matches up to a Holistice Service Management model
• Basis for the ISO 20000 specification - comparison
• The ITIL 'refresh strategy'
• "I Think Something's Missing from ITIL...?" publication

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Lesson D00 - Introduction to the Service Delivery Set

The Service Delivery set describes the practices required for the planning and delivery of quality IT services and looks at the longer term responsibilities associated with improving the quality of IT services delivered. Specific topics include:

• Introduction to service delivery
• Position of service delivery within the ITIL architecture
• Overview of the role of each service delivery practice
• Walkthrough of the service delivery 'process' based upon ITIL delivery set

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Lesson D01 - Service Level Management

Service Level Management (SLM) negotiates, documents, agrees and reviews business service requirements and targets, within Service Level Requirements (SLRs) and Service Level Agreements (SLAs). These relate to the measurement, reporting and reviewing of service quality as delivered by IT to the business. SLM also negotiates and agrees the support targets contained in Operational Level Agreements (OLAs) with support teams and in underpinning contracts with suppliers, to ensure that these align with business targets contained within SLAs. Specific topics include:

• Practice Goals
• Practice 'compass' - step by step walkthrough of concepts
• Practice domain 'map' - summary overview of all concepts and terms owned by practice
• Principles and scope of operation, stepped walkthrough of concepts in action
• Key concepts and terms including:
  
  • Definition of a service
    
  • Service quality plan, service improvement program
    
  • Service catalog, common structure
    
  • Service request management
    
  • Service level requirements, internal and external specification sheets
    
  • Service level agreement, types, common structure
    
  • Operational level agreement, underpinning or third-party contracts
• Major activities
• Relationships with other ITIL Service Delivery and Support practices
• Sample exam questions specific to practice area
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson D02 - Financial Management of IT Services

Financial Management for IT Services (FMITS) provides the basis for running IT as a business within a business and for developing a “cost conscious”and “cost effective”organisation. The principle activities consist of understanding and accounting for the costs of provision of each IT service or business unit and the forecasting of future expenditure within the IT Financial Plan. There is also another optional, but preferred activity, the implementation of a charging strategy, which attempts to recover the IT costs, from the business, in a fair and equitable manner. Specific topics include:

• Practice Goals
• Practice 'compass' - step by step walkthrough of concepts
• Practice domain 'map' - summary overview of all concepts and terms owned by practice
• Principles and scope of operation, stepped walkthrough of concepts in action
• Key concepts and terms including:Key Principles:
  • Budgeting
  • Capital investment analysis
  • Cost accounting
  • Cost model, types
  • Cost types, elements, units
  • Cost classification and allocation
  • Charging (cost recovery)
  • Charging methods/policiesDefining a service
• Major activities
• Relationships with other ITIL Service Delivery and Support practices
• Sample exam questions specific to practice area
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson D03 - Capacity Management

Capacity Management ensures that adequate IT resources are available at all times to meet the agreed service level objectives of the business by balancing “business demand with IT supply”. In order to achieve this, a Capacity Plan closely linked to the business strategy and plans is produced and reviewed on a regular basis. Specific topics include:

• Practice Goals
• Practice 'compass' - step by step walkthrough of concepts
• Practice domain 'map' - summary overview of all concepts and terms owned by practice
• Principles and scope of operation, stepped walkthrough of concepts in action
• Key concepts and terms including:
  • Business Capacity Management
  • Demand management, workload catalog
  • Service Capacity Management
  • Resource Capacity Management
  • How the capacity plan is developed, structure and common contents
  • Modeling techniques
  • Sizing and tuning
• Major activities
• Relationships with other ITIL Service Delivery and Support practices
• Sample exam questions specific to practice area
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson D04 - Availabvility Management

Availability is a key aspect of service quality. Availability Management is responsible for ensuring that the availability of each service meets its agreed service level availability targets and is proactively improved on an ongoing basis. In order to achieve this, Availability Management monitors, measures, reports and reviews a key set of metrics for each service and component, which includes availability, reliability, maintainability, serviceability and security. The scope of Availability Management includes infrastructure at the component and configuration levels, as well as end-to-end user functionality. Specific topics include:

• Practice Goals
• Practice 'compass' - step by step walkthrough of concepts
• Practice domain 'map' - summary overview of all concepts and terms owned by practice
• Principles and scope of operation, stepped walkthrough of concepts in action
• Key concepts and terms including:
  • Risk assessment
  • Maintainability, reliability, serviceability
  • Calculating availability
  • Mean time between system incidents, failure, repair
  • Designing for availability & recovery
  • Availability models
  • Component failure impact analysis, how to conduct
  • Service outage analysis, Technical observation post
  • Fault tree analysis, how to conduct, history
  • Availability improvement program, relationship to service improvement

• Major activities
• Relationships with other ITIL Service Delivery and Support practices
• Sample exam questions specific to practice area
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson D05 - IT Service Continuity Management (ITSCM)

IT Service Continuity Management (ITSCM) produces recovery plans designed to ensure that following any major Incident causing or potentially causing disruption of service, IT services are provided to an agreed level, within an agreed schedule. IT Service Continuity is a component of Business Continuity Planning (BCP). The objective of IT Service Continuity is to assist the business and BCP to minimise the disruption of essential business processes during and following a major Incident. All recovery planning is at the service specific level. Specific topics include:

• Practice charter (mission statement)
• Key concepts and terms including:
  • Role of Business Continuity Management
  • Business continuity lifecycle stages, relevance to ITSCM
  • Strategy planning, common continuity positions
  • Continuity plan, common elements
  • Continuity plan phases
  • Risk assessment methods

• Major activities
• Sample exam questions specific to practice area
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson S00 - The Service Support Set

Service Support set describes the practices associated with the day-to day support and maintenance activities associated with the provision of IT services. Specific topics include:

• Introduction to service support
• Position of service support within the ITIL architecture
• Overview of the role of each service support practice
• Walkthrough the operation of the ITIL service support 'process', aka the 'Service Support Lifecycle™'

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Lesson S01 - Service Desk Function

The Service Desk provides a single, central point of contact for all Users of IT within an organisation, handling all Incidents, queries and requests. It provides an interface for all of the other Service Support processes. Specific topics include:

• Practice charter (mission statement)
• Key concepts and terms including:
  • Difference from Help Desk
  • Service desk organization structures
  • Management of escalation, hierarchical and functional
  • Deploying self-service strategies
  • Monitoring support workloads
  • Ingredients for success

• Sample exam questions specific to practice area
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson S02 - Incident Management

Incident Management is responsible for the management of all Incidents from detection and recording through to resolution and closure. The objective of Incident Management is the restoration of normal service as soon as possible with minimal disruption to the business and in accordance with predefined and agreed service levels and priorities. Specific topics include:

• Practice charter (mission statement)
• Key concepts and terms including:
  • Definition of an incident
  • Role in service support architecture
  • Impact, urgency and establishing priority

• Major activities
• Sample exam questions specific to practice area
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson S03 - Problem Management

The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business. Problem Management assists Incident Management by managing all major Incidents and Problems, while endeavouring to record all workarounds and ‘quick fixes’ as Known Errors where appropriate, and raising Changes to implement permanent structural solutions wherever possible. Problem Management also analyses and trends Incidents and Problems to proactively prevent the occurrence of further Incidents and Problems. Specific topics include:

• Practice charter (mission statement)
• Key concepts and terms including:
  • Definition of a problem, relationship to, and difference from an incident
  • Known error, workaround
  • Six-step problem solving model
  • Role in service support architecture
  • Problem control, key activities
  • Error control, stages, integration with change management
  • Reactive and proactive Problem Management

• Major activities
• Sample exam questions specific to practice area
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson S04 - Change Management

Discusses the role of a single centralised Change Management practice for the efficient and effective handling of Changes, vital to the successful operation of any IT organisation. How changes must be carefully managed throughout their entire lifecycle, the relationship with problem, configuration and release management, and the need to design procedures to match the degree of risk. Specific topics include:

• Practice charter (mission statement)
• Key concepts and terms including:
  • Definition of a change, relationship to a problem
  • Six-step change model
  • Request for change
  • Change advisory board, executive committee
  • Change schedule, example structure, incorporating risk factors
  • Change plan
  • Role in service support architecture

• Major activities
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson S05 - Configuration Management

Describes how Configuration Management provides the foundation for successful IT Service Management and underpins every other practice. The fundamental deliverable is the Configuration Management Database (CMDB), comprising one or more integrated databases detailing all of the organisation’s IT infrastructure components. The relationship mapping allows activities such as impact analyses and ‘what if?’ scenarios to be carried out more efficiently. Specific topics include:

• Practice charter (mission statement)
• Key concepts and terms including:
  • Definition of a configuration management
  • Configuration item (CI), what is a CI?
  • CI terminology, attribute, variant, baseline, relationship
  • The configuration management database, role, logical structure
  • Configuration plan
  • Configuration baseline
  • Configuration item lifecycle
  • Relationship with change management practices and 'zones of risk'
  • Request for change
  • Change advisory board, executive committee
  • Role in service support architecture

• Major activities
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson S06 - Release Management

The Release Management practice takes a holistic view of changes to the IT service infrastructure, considering all aspects of a Release both technical and non-technical. Release Management is responsible for all legal and contractual obligations for all hardware and software in use within the organisation. In order to achieve this and protect the IT assets, Release Management establishes physically secure environments for both hardware in the Definitive Hardware Store (DHS) and software in the Definitive Software Library (DSL). Specific topics include:

• Practice charter (mission statement)
• Key concepts and terms including:
  • Definition of a release
  • Release planning
  • Definitive software library
  • Definitive hardware store
  • Release types and release units
  • Release identification, rollout planning, build management and testing
  • Role in service support architecture
  • The service release scope of operation, development, controlled test, production

• Major activities
• Twenty question multiple choice quiz to check your understanding of the subject

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Lesson F81 - Review, Exam Preparation and Examination

An optional lesson. The general format is:

• 40 multiple choice questions
• Closed book
• Delivered in a one hour session offered at the end of the class

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