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Course Description
The course consists of 10 units where the meaning of the ITIL® language in new Information Communication Technology systems is explained, as well as its application introduced in Web environments.
The approximate duration of the course is 40 hours distributed between the course content and the collaboration tools and upon completion, the student will receive an accrediting diploma.
The course has presentations and discussion forums divided by topics, mediated by a certified trainer, to put everything learned into practice. It also has additional material for certification preparation, which consists of:
- a digital book that remains with the student
- downloadable exam questions
The course fee applies to the teletraining modality (100% bonus option)
General objectives
The objective of this course is to familiarize IT professionals with the models, concepts, terminology and elements that intervene in the Life Cycle of IT Services.
Among other aspects you will learn about:
• Service Life Cycle
• Generic Concepts
• Key Principles and Models
• Roles
• Features
• Service Management
• Information about Foundations certification.
Particular objectives
Unit 1
In this first unit you will begin to become familiar with the terminology used in ITIL®. In addition, basic concepts such as ITIL®, Good Practices and Service Management will be defined.
Unit 2
In this unit you will learn how the Service Life Cycle is subdivided, from the initial Strategy to additional Improvements. We will show you the most important processes in each phase, and the value obtained by following this structure.
Unit 3
In this unit we will show you the key principles and models of Service Management. We will especially try to make you aware of the importance of 'The 4 P's' and the Service Catalog.
Unit 4
During this unit we will begin to break down the Life Cycle into its different phases, and into the most important Service Management processes that we can find in each one.
We will show you the activities, scope and basic concepts of the initial phase of the Life Cycle, included between the Service Strategy and Service Design.
Unit 5
This unit is closely linked to the previous one. During the course, you will be able to understand the most important processes of Service Design and Service Transition.
We will show you the basic concepts, objectives and other aspects of importance for Service Management.
Unit 6
In this unit you will learn about the roles and responsibilities within a Service by those involved during the Life Cycle.
Of particular importance will be the definition of 'Process Owner' and the RACI model.
Unit 7
This unit focuses especially on Service Operation. In it you will learn about aspects related to deliveries, events, problems, incidents, and various aspects that affect the Operation of the Service, also paying attention to the previous processes of the Service Transition.
Unit 8
During this unit, you will learn about some of the most important processes in Service Operation. Additionally, the function of the User Service Center will be reviewed, and some necessary roles in the OS.
Unit 9
Throughout this unit we will review the most important functions in Continuous Service Improvement, to achieve a Service with the highest quality, and consequently, an excellent Return on Investment.
Unit 10
In this unit we will offer you information about the ITIL® qualifications process. In addition, we will help you review, to prepare you if your choice is to become certified in ITIL®Foundation.
Course content
Unit 1. What is ITIL®?
1.1. Introduction to ITIL®
- What is ITIL®?
- Introduction to ITIL®
- Introduction to ITIL®. The bookstore.
1.2. Service.
- Service: Utility and Guarantee.
- Types of Service.
1.3. Service Management.
- Service Management.
1.4. IT Service Management.
- IT Service Management.
- IT Government & IT Service Management.
1.5. Maturity Model: ISO/IEC 20000 Standard.
- Maturity Model (CMMI).
- Continuous Model.
- Staged model.
- The relationship between Supplier and Client.
- Maturity Model: ISO/IEC 20000 Standard.
1.6. Who is affected by IT Service Management?
- Who is affected by IT Service Management?
1.7. Good practices.
- Good practices.
- Recommended standards.
1.8. Internal and external clients.
- Internal and external clients.
1.9. Internal and external services.
- Internal and external services: IT Service Provider.
1.10. Systems, Functions and Processes.
- Systems, Functions and Processes.
- Process Vs Function.
1.11. The ITIL® library
- The ITIL® library. IT Service Management.
- The ITIL® library. Service life cycle.
1.12. Advantages and disadvantages.
- Advantages of ITIL®
- Disadvantages of ITIL®
1.13. Review.
Unit 2. Service Life Cycle
2.1. Introduction.
- Introduction to the Service Life Cycle.
2.1. Service Life Cycle.
- Service Life Cycle.
2.2. ITIL® Service Strategy (SS)
- (SS) Service Strategy. Aim.
- (SS) The four “Ps” of the Service Strategy.
- (SS) Practice yourself.
23. Service Design (DS).
- (DS) Service Design. Aim
- (DS) Design Elements.
- (DS) Practice yourself.
2.4. Service Transition (TS).
- (TS) Service Transition.
- (TS) Service Transition. Aim.
- (TS) Practice yourself.
2.5. Service Operation (OS):
- (OS) Service Operation.
- (OS) The processes of the OS. Aim.
- (OS) Scope of Service Operation.
- (OS) Functions and Roles.
- (OS) Practice yourself.
2.6. Continuous Service Improvement (CSI).
- (CSI) Continuous Service Improvement.
- (CSI) Deming model.
- (CSI) SWOT Analysis.
- Example.
2.7. Life Cycle Practice.
- Life Cycle Practice.
Unit 3. Key Principles and Models
3.1. Introduction.
- Introduction.
3.2. Creation of Value through Services.
- Service Life Cycle.
- Value of a service: Utility and Guarantee.
- Service assets: Resources and Capacities.
3.3. The four “Ps” of ITIL®.
- The four “Ps” of ITIL®.
- Process.
- People.
- Products.
-Partners.
- Practice yourself.
3.4. Design of the Service Catalog.
- Design of the Service Catalog. The processes.
- Service Design.
- Architecture Design.
- Metrics and Value.
3.5. Tools in Service Management (MoSCoW).
- Tools in Service Management (MoSCoW).
- MoSCoW.
3.6. Continuous Service Improvement (CSI) Model.
- Continuous Service Improvement (CSI) Model. Deming.
- KPI (Key Performance Indicators).
- Practice yourself.
3.7. Base Lines.
- Base Lines.
- CSI metrics.
3.8. Risks.
- Risks.
- Risk Management.
Unit 4. SS, DS processes. Catalog Availability.
4.1. Introduction: The Processes.
- Introduction: The processes.
- Scheme: SS and DS processes.
4.2. H.H. Financial management.
- Business case.
- Financial management: Strategy, planning and analysis.
- Financial Management: Accounting.
- Financial Management: Billing
- Practice yourself.
4.3. H.H. Demand management (DM).
- Demand management (DM).
- Service Packages.
4.4. H.H. Service Portfolio Management (SPM).
- The Services Portfolio (SPM).
- How to maximize Portfolio Value?
- SPM process.
4.5. DS. Service Level Management (SLM).
- Service Level Management (SLM): SLA and OLA.
- Service Level Management Process.
- BRM and SLAM graphics.
- Practice yourself.
4.6. DS. Service Catalog Management (SCM).
- Portfolio Vs Catalog.
- Catalog Features.
- Practice yourself.
4.7. DS. Capacity Management.
- Capacity Management.
- The Capacity Plan.
- Capacity Management Processes.
4.8. DS. Availability Management.
- The availability of services.
- The Availability plan.
- Availability: Proactive and Reactive Actions.
- Extended Life Cycle: MTRS.
- Extended Life Cycle: Redundancy.
- Availability, Reliability and Capacity.
- AMIS and Availability Plan.
- Practice yourself.
Unit 5. DS, TS processes. Service Configuration and Continuity.
5.1. Introduction.
- Introduction.
- Scheme: DS and TS processes.
5.2. DS. Information Security Management (ISMS).
- ISMS characteristics.
- Activities and policies of the ISMS.
- ISMS metrics.
- Practice yourself.
5.3. DS. Supplier management.
- The Suppliers and Contracts Database (SCD).
- Characteristics of the contract with suppliers.
5.4. DS. IT Service Continuity Management (ITSCM).
- Functions of the ITSCM.
- Management of incidents.
- Service Continuity Life Cycle.
- ITSM: Requirements and Strategies.
- Summary of IT Service Continuity Management (ITSCM).
5.5. TS. Change management.
- Change Management.
- Change Management Activities.
- Change Committee (CAB).
- Type of Change Requests.
- Life Cycle of changes.
- Evaluation and Planning.
5.6. TS. Service Asset and Configuration Management (SACM).
- The Configuration Management System (SCM).
- Configuration Element (CI).
- SACM Life Cycle.
- SACM: Attributes.
- SACM: Relationships
- Review of Attributes.
- Summary of Service Management processes.
Unit 6. Roles and responsibilities.
6.1. Introduction.
- Introduction.
6.2. Process owner.
- Process owner.
- Organization of roles.
- Roles and responsibilities.
6.3. RACI model.
- The RACI model.
- Phases of a RACI model.
6.4. Service Owner.
- Owner of the Service.
- Capacities of a Manager.
6.5. Main roles.
- Main roles.
- Tasks of the Service Managers.
6.6. Communication.
- The importance of the communication.
- Forms of communication.
- Practice yourself .
Unit 7. TS, OS processes. Transition and Operation of the Service.
7.1. Introduction.
- Introduction.
- Scheme: TS and OS processes.
7.2. TS. Knowledge Management. (DIKW and SKMS).
- Objectives of Knowledge Management.
- SKMS. Service Knowledge Management System.
- DIKW. The model for Knowledge Management.
- Practice yourself.
7.3. TS. Version and Deployment Management.
- Delivery unit and delivery package.
- Version and Deployment Management.
- Development phases of a Version Package.
- Planning: The V model.
- Practice yourself.
7.4. YOU. Request Management.
- Request Management.
- Request planning.
- Practice yourself.
7.5. YOU. Access Management.
- Access Management.
- Common elements.
- Access Request.
7.6. YOU. Event management.
- Event management.
- Event Management Process.
- Practice yourself.
7.7. YOU. Management of incidents.
- Management of incidents.
- Treatment of Incidents.
- Attributes of Incidents.
7.8. YOU. Problem Management.
- Problem Management.
- KEDB, known bugs and solutions.
- Process for identifying and solving problems.
- Practice yourself.
Unit 8. IT Monitoring and Operation.
8.1. Introduction.
- Introduction.
8.2. User Services Center.
- The function of the User Services Center.
- Structure of the User Service Center.
- Characteristics of the User Service Center.
8.3. Technical Management.
- The role of Technical Management
- Organization of Technical Management.
- Practice yourself.
8.4. Application Management.
- The function of Application Management.
- Software Life Cycle (SLC).
- Phases of the Software Life Cycle (SLC).
- Practice yourself.
8.5. Operation management.
- The function of Operations Management.
- IT Operations Management Documentation.
8.6. Operation of the Service. Roles.
- Service Operation. Roles.
8.7. Service Monitoring.
- The function of Service Monitoring.
- Types of Monitoring.
- Monitoring Levels.
- Monitoring Tools.
- Practice yourself.
Unit 9. CSI processes. Continuous Service Improvement.
9.1. Introduction.
- Introduction.
9.2. Continuous Service Improvement (Deming).
- The plan to improve the quality of the Service (SIP).
- CSI measurements.
- 7 Steps of the CSI.
- The CSI improvement process.
- Deming Cycle: Step 1. Service Ideal.
- Deming Cycle: Step 2. Reality of the Service.
- Deming Cycle: Step 3. Data measurement.
- Deming Cycle: Step 4. Processing.
- Deming Cycle: Step 5. Analysis.
- Deming Cycle: Step 6. Presentation (Service Reports).
- Deming Cycle: Step 7. Corrections.
- Practice yourself.
9.3. The CSI Manager.
- The CSI Manager.
9.4. Service Automation.
- Use of technology and tools.
- Recommendations before automating.
9.5. Service Reports.
- Service Reports.
- Service Monitoring.
9.6. ROI.
- Types of ROI.
- Practice yourself.
Unit 10. The ITIL® Foundation certification.
10.1. Introduction.
- Introduction.
10.2. ITIL® certifications.
- ITIL® certifications.
- ITIL® exams.
- The certification scheme.
10.3. The candidates
- The candidates.
10.4. The ITIL® Foundation certification.
- ITIL® Foundation certification.
10.5. Study material.
- Study material.
10.6. Exam practice.
- Exam practice.
10.7. Final thanks.
- Final thanks.
Final evaluation
Quality Questionnaire
Previous requirements
No prior technical requirements are necessary to take this course. However, basic computer skills and knowledge of environments related to Information Technology are recommended.
Software and Hardware Requirements
Hardware: Multimedia PC
Pentium IV or higher, 1 Gb of memory, sound card, speakers/headphones
Software:
Windows XP, Windows Vista or Windows 7
Browsers: Explorer 6,7 and 8 or Firefox 2 and 3
Java 1.5 or higher
Adobe Flash Player 7.0 or higher
Javascript enabled
Adobe Reader 8.0 or higher
