Unit 1
In this first unit you will begin to familiarize yourself with the terminology used in ITIL®. In addition, basic concepts such as ITIL®, Best Practices and Service Management will be defined.
Unit 2
In this unit you will learn how the Service Lifecycle is subdivided, from the initial Strategy, to the 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. In particular, we will try to make you aware of the importance of the '4 P' and the Service Catalogue.
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 can be found in each one.
We will show you the activities, scope and basic concepts of the initial phase of the Life Cycle, between Service Strategy and Service Design.
Unit 5
This unit is closely linked to the previous one. During the course of it, 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 important aspects of 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 Service Operation, also paying attention to the previous processes of Service Transition.
Unit 8
During this unit, you will learn about some of the most important processes in Service Operation. In addition, the function of the User Service Center will be reviewed, as well as 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 provide you with information about the ITIL® qualification process. We will also help you review, in order to prepare yourself for ITIL®Foundation certification.
Unit 1. What is ITIL®?
1.1. Introduction to ITIL®
- What is ITIL®?
- Introduction to ITIL®
- Introduction to ITIL®. The library.
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 Governance & IT Service Management.
1.5. Maturity Model: ISO/IEC 20000 Standard.
- Maturity Model (CMMI).
- Continuous Model.
- Staged model.
- The relationship between Supplier and Customer.
- 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 Lifecycle.
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. Objective.
- (SS) The four “P”s of the Service Strategy.
- (SS) Practice yourself.
2.3. Service Design (SD).
- (DS) Service Design. Objective
- (DS) Elements of Design.
- (DS) Practice yourself.
2.4. Service Transition (TS).
- (TS) Service Transition.
- (TS) Service Transition. Objective.
- (TS) Practice yourself.
2.5. Service Operation (OS):
- (OS) Service Operation.
- (OS) OS processes. Objective.
- (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. Creating Value through Services.
- Service Life Cycle.
- Value of a service: Utility and Guarantee.
- Service assets: Resources and Capabilities.
3.3. The four “P”s of ITIL®.
- The four “P”s of ITIL®.
- Process.
- People.
- Products.
- Partners.
- Practice yourself.
3.4. Service Catalog Design.
- 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. Baselines.
- Baselines.
- CSI metrics.
3.8. Risks.
- Risks.
- Risk Management.
Unit 4. SS, DS Processes. Catalog Availability.
4.1. Introduction: The Processes.
- Introduction: The processes.
- Outline: SS and DS processes.
4.2. SS. Financial Management.
- Business Case.
- Financial management: Strategy, planning and analysis.
- Financial Management: Accounting.
- Financial Management: Billing
- Practice yourself.
4.3. SS. Demand management (DM).
- Demand management (DM).
- Service Packages.
4.4. SS. Service Portfolio Management (SPM).
- The Service 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. Configuration and Service Continuity.
5.1. Introduction.
- Introduction.
- Diagram: DS and TS processes.
5.2. DS. Information Security Management System (ISMS).
- Features of ISMS.
- ISMS activities and policies.
- ISMS metrics.
- Practice yourself.
5.3. DS. Supplier management.
- The Supplier and Contract Database (SCD).
- Characteristics of the contract with suppliers.
5.4. DS. IT Service Continuity Management (ITSCM).
- Functions of the ITSCM.
- Incident Management.
- Service Continuity Life Cycle.
- ITSM: Requirements and Strategies.
- IT Service Continuity Management (ITSCM) Overview.
5.5. TS. Change management.
- Change Management.
- Change Management Activities.
- Committee on Change (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 Item (CI).
- SACM Life Cycle .
- SACM: Attributes.
- SACM: Relations
- Review of the 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.
- Capabilities of a Manager.
6.5. Main roles.
- Main roles.
- Tasks of Service Managers.
6.6. Communication.
- The importance of communication.
- Forms of communication.
- Practice yourself .
Unit 7. TS, OS Processes. Service Transition and Operation.
7.1. Introduction.
- Introduction.
- Diagram: TS and OS processes.
7.2. TS. Knowledge Management. (DIKW and SKMS).
- Knowledge Management Objectives.
- 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 Release Package.
- Planning: The V model.
- Practice yourself.
7.4. OS. Request Management.
- Request Management.
- Planning requests.
- Practice yourself.
7.5. OS. Access Management.
- Access Management.
- Common elements.
- Access Request.
7.6. OS. Event Management.
- Event Management.
- Event Management Process.
- Practice yourself.
7.7. OS. Incident Management.
- Incident Management.
- Treatment of Incidents.
- Attributes of Incidents.
7.8. OS. Problem Management.
- Problem Management.
- KEDB, known issues and solutions.
- Process for identifying and solving problems.
- Practice yourself.
Unit 8. IT Monitoring and Operation.
8.1. Introduction.
- Introduction.
8.2. User Service Center.
- The function of the User Service Center.
- Structure of the User Service Center.
- Features of the User Service Center.
8.3. Technical Management.
- The role of Technical Management
- Technical Management Organization.
- 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. Operations Management.
- The function of Operations Management.
- IT Operations Management Documentation.
8.6. Service Operation. 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 Service Quality Improvement Plan (SIP).
- CSI measurements.
- 7 Steps of the ITUC.
- The CSI improvement process.
- Deming Cycle: Step 1. Service Ideal.
- Deming Cycle: Step 2. Service Reality.
- 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. 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. 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
