SMQS

ITSMI pioneered the launch of ITIL education in the United States, was the first US company to achieve 'accredited training organization (ATO)' status, commissioned the first ITIL Service Manager class, and has successfully delivered ITIL training leading to individual certification since 1996.

The purpose of the ITIL® Foundation Version 3 certificate in IT Service Management, is to certify that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and understands the core principles of ITIL® as applied to the operation of a service provider organization and the ITIL defined service lifecycle.

The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for Service Management without further guidance.

This class is only available on demand, delivered onsite following a careful analysis of the client requirements, and service management strategy. For additional information or to request a professional assessment of your needs and the suitability of this class please contact ITSMI directly.

Find a class (public schedule withdrawn October 1st, 2007)

Course Highlights

The ITIL view of Service Management;
The need to specify and align ITSM strategies with business objectives;
Recognition services need to be managed to a lifecycle;
A change in implementation approach from process-led to service lifecycle centric;
Recognition of the important role of service requests;
The introduction of new 'processes' in the form of request fulfillment, event and access management;
Greater emphasis on the management of a service model, service portfolios and service offerings.

Target audience :

Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organisation;
IT professionals that are working within an organisation that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program.

Course duration: 3 days

Note: The optional examination is scheduled for 4pm on the last day.

Lesson Plan (Course Outline)

Lesson 1 - Introduction to ITIL Service Management
Lesson 2 - The ITIL Service Lifecycle
Lesson 3 - Elements of a Successful ITSM Project
Lesson 4 - Service Strategy
Lesson 5 - Service Design
Lesson 6 - Service Transition
Lesson 7 - Service Operations
Lesson 8 - Continual Service Improvement
Lesson 9 - Review and Mock Exam
Lesson 10 - Exam Registration & Certificate Exam

Lesson One - Welcome & Introduction to ITIL Service Management (90 mins)

The purpose of this lesson is to explain the concept of service management as it applies to information system services. Specific topics include:

Welcome & Introductions
The Service Management Body of Knowledge
Service Management 101
The Service Provider Organization (SPO)
The Aligned Organization
Understanding the Enterprise and Business Models
The Service Management Areas of Expertise
Introduction to ITIL
The ITIL Qualification Scheme
Good, Best and Ugly Practices
The Difference Between Functions, Roles and Processes
The ITIL Process Model
The relationship between processes and customers, measures and results

Lesson Two - The ITIL Service Lifecycle (30 mins)

The purpose of this lesson is to help understand the (ITIL) Service Lifecycle and explain the general scope of operation of each stage in the ITIL lifecycle. Specific topics include:

An overview of the ITIL service lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Complimentary Guidance

Lesson Three - Elements of a Successful ITSM Project (30 mins)

The purpose of this lesson is to explroe the full scope of a successful ITSM startegy, including practices and concepts missing or inadequately addressed within ITIL. Specific topics include:

Introduction to Holistic Service Management
The Business Planning Framework
The Performance Management Framework
Elements of a Service Model

Lesson Four - Service Strategy (120 mins)

The purpose of this lesson is to help comprehend and account for
the key principles and models of Service Management and to balance some of the opposing forces within Service Management. Specific topics include:

Introduction to Service Strategy
Primary Objectives
Key Benefits
Key Principles:
- Service Assets the basis for Value Creation
- Role of the 'business case'
- Utility & Warranty
- Resources & Capabilities
- Service Provider Types
- Service Structures
- Strategy Fundamentals
Defining a Strategy
- Defining the market
- Developing offerings
- Developing strategic assets
- Preparing for execution

Service Economics
- Financial management
- Return on investment
Service portfolio management

Service Catalog
Demand management

Organizational Considerations
- Organizational design
- Sourcing strategy
Role in the ITIL Service Lifecycle
Service Automation
Service Interfaces
Tools for Service Strategy

Lesson Five - Service Design (120 mins)

Specific topics include:

Introduction to Service Design
Primary Objectives
Key Benefits
Key Principles:
- Balanced design
- Identifying service requirements
- Documenting business requirements
- Design activities
- Design constraints
- Service oriented architecture
- Business Service management
- Service design models
- 4Ps: People, Processes, Products and Partners
Service catalog management
Capacity Management
Availability Management
Service Continuity Management

Information Security Management
Supplier Management
Service Design & Technology Related Activities
- Requirements engineering
- Data & Information Management
- Application Management
Organizational Considerations
- Functional role analysis
- Activity analysis
Role in the ITIL Service Lifecycle
Tools for Service Design
Implementation Considerations
- Business impact analysis
- Service level requirements
- Service level agreements
- Operational level agreement
- 3rd Party Contracts
- Service Design Package

Lesson Six - Service Transition (120 mins)

Specific topics include:

Introduction to Service Transition
Primary Objectives
Key Benefits
Key Principles:
- Defining a service
- Service utilities & warranties
- Key Policies for Service Transition
Key Activities

Transition Planning & Support
Define Transition Policies
Defining transition strategy
Preparation for service transition
Change Management
Seven Rs of Change Management
Change Advisory Board
Types of changes

Service Asset & Configuration Management
Release & Deployment Management

Service Validation & Testing
Service Quality Assurance
Service Evaluation
Knowledge Management
Service Knowledge Management System
Managing Communication & Commitment
Managing Organizational & Stakeholder Change
Organizational considerations for Service Transition
Service Transition Roles & Responsibilities
Role in the ITIL Service Lifecycle
Tools for Service Transition
- Configuration Management System
- Workflow Management
Implementation considerations

Lesson Seven - Service Operations (135 mins)

Specific topics include:

Introduction to Service Operations
Primary Objectives
Key Benefits
Key Principles:
- Managing Service vrs Technology
- Stability vrs Requirements
- Quality vrs Cost
- Reactive vrs Proactive operations
- Operations involvement in Design and Transition
Key Processes
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
Access Management
Operational activities in other lifecycle stages:
- Change management
- Configuration management
- Release & Deployment management

Capacity management
Availability management
Knowledge management
Financial management
Service Continuity management

Monitoring & Control
Measurement & Metrics
Operational Monitoring
Information Security & Service Operation
Improvement of Operational Activities
Organizational considerations for Service Operations
- Service Desk
- Technical Management
- IT Operations
- Application Management
Organizational Structures
Technology Considerations
Implementation csonsideration

Lesson Eight - Continual Service Improvement (90 mins)

Specific topics include:

Introduction to Continual Service Improvement
Primary Objectives
Key Benefits
Key Principles:
- Organizational change
- Ownership
- External & Internal drivers
- Service Level Management
- The Deming Cycle (PDCA)
- Service Measurement
- Knowledge Management
- Benchmarks
- Governance
- Standards & Quality Systems

Key Processes
- 7-Step Improvement Process
- Service Reporting
- ROI for Improvement
- Service Improvement Program
- Methods & Techniques
- Assessments, Gap Analysis
- Benchmarking
- Balanced Scorecards
- SWOT Analysis
Organizational considerations for Service Operations
The Authority Matrix
Technology Considerations
Implementation csonsideration
- Where to start
- Governance
- Communication plan

Lesson Nine - Class Review and Mock Examination (120 mins)

Specific topics include:

Functions
- Service Desk
- Technical Management
- Application Management
- IT Operations Control
- Facilities Management

Roles
- Process owner
- Service owner
- RACI charts

Lesson Ten - Exam Registration and Exam (75 mins)

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

The IT Infrastructure Library® and ITIL® are each a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

Please read our cancellation policy and payment policy before registering for classes.