Overview

Attendees will gain a general knowledge of the main elements, concepts and terminology used in the ITIL Service Lifecycle, including the relationships between Lifecycle stages, the processes used and their contribution to successful Service Management practices. The training features lectures, discussion, team exercises, and quizzes and is followed by the ITIL Foundation Certificate exam.

What You Will Learn

This course introduces the key concepts of each ITIL function, process and lifecycle stage. Participants will learn:

• Vital processes and functions within the Service Lifecycle
• Business value of implementing each process in an organization
• Practical guidance for applying ITIL to everyday IT situations
• Objectives and basic concepts related to each process
• Activities and roles involved in each process
• Relationship of each process to other processes
• Strategies to balance IT resources
• Terminology, techniques and practical approaches
• Important principles for improving IT operations
• How to align IT with business, control costs, and improve IT service quality

Instructors

Our instructors have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real life stories and scenarios. This training style encourages active group participation, allowing all participants to gain a wealth of practical knowledge. Only the finest quality, accredited content is used.

Certification

The certification in ITIL Foundation is earned by achieving a passing score on a 60 minute, 40 question exam administered on the final day of class.

Who Should Participate

ITIL Foundation training is ideal for anyone involved in IT services such as network operators, business process analysts, project managers, systems integrators, help desk managers and staff, outsourcers and application developers. Individuals responsible for controlling or reducing IT costs, improving service quality, and balancing resources should also attend. All IT professionals, managers and team members, coordinators, architects, consultants, planners and managed service providers will benefit from this course.

Prerequisites

Participants should be familiar with IT services and terminology.

Agenda

1. Service management

This Chapter explains the concept of service and service management as a practice.

• The concept of best practices in the public domain
• Why ITIL is successful
• Explaination of the concept of a service
• Difference between internal and external customers
• Difference between internal and external services
• What is service management
• What is IT service management
• Stakeholders in service management defined
• Various processes and functions
• The process model and the characteristics of processes

2. The ITIL service lifecycle

This chapter will help participants understand the value of the ITIL service lifecycle and how the processes integrate with each other across the entire lifecycle. You will also learn the objectives, scope and business value for each phase in the lifecycle.

• ITIL service lifecycle structure
• Service strategy
  • Purpose, objectives and scope
  • Value of service strategy to the organization
• Service design
  • Purpose, objectives and scope
  • Value of service design to the organization
• Service transition
  • Purpose, objectives and scope
  • Value of service transition to the organization
• Service operation
  • Purpose, objectives and scope
  • Value of service operation provides to the business
• Continual service improvement
  • Purpose, objectives and scope
  • Value of continual service improvement provides to the organization

3. Concepts and terminology

This chapter defines some of the key terminology and presents the key concepts of service management. Participants will understand the following key concepts:

• Utility and warranty
• Assets, resources and capabilities
• Service portfolio
• Service catalogue (both two-view and three-view types)
• Governance
• Business case
• Risk management
• Service provider
• Supplier
• Service level agreement (SLA)
• Operational level agreement (OLA)
• Underpinning contract
• Service design package
• Availability
• Service knowledge management system (SKMS)
• Configuration item (CI)
• Configuration management system
• Definitive media library (DML)
• Change
• Change types (standard, emergency and normal)
• Event
• Alert
• Incident
• Impact, urgency and priority
• Service request
• Problem
• Workaround
• Known error
• Known error database (KEDB)
• The role of communication in service operation
• Release policy
• Types of services
• Change proposals
• CSI register
• Outcomes
• Patterns of business activity
• Customers and users
• The Deming Cycle (plan, do, check, act)

4. Key principles and models

This chapter presents the key principles and models of service management and how to maintain balance amongst some of the opposing forces within service management.

Service strategy

• Creating value through Services

Service design

• Importance of people, processes, products and partners for service management
• Five major aspects of service design
  • Service solutions for new or changed services
  • Management information systems and tools
  • Technology architectures and management architectures
  • The processes required
  • Measurement methods and metrics

Continual service improvement

• Continual service improvement approach
• Measuring continual service improvement and understanding its key elements:
  • Relationship between critical success factors (CSF) and key performance indicators (KPI)
  • Baselines
  • Types of metrics (technology metrics, process metrics, service metrics)

5. Service managment processes

This chapter explains how the service management processes contribute to the ITIL service lifecycle. The purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes, and for eighteen of the remaining processes is also explained.

Service Strategy

• Service portfolio management
  • The service portfolio
• Financial management for IT services
  • Business case
• Business relationship management

Service Design

• Service level management (SLM)
  • Service-based SLA
  • Multi-level SLAs
  • Service level requirements
  • SLA monitoring (SLAM) chart
  • Service review
  • Service improvement plan
  • The relationship between SLM and BRM
• Service catalogue management
• Availability management
  • Service availability
  • Component availability
  • Reliability
  • Maintainability
  • Serviceability
  • Vital business functions (VBF)
• Information security management (ISM)
  • Information security policy
• Supplier management
  • Supplier categories
• Capacity management
  • Capacity plan
  • Business capacity management
  • Service capacity management
  • Component capacity management
• IT service continuity management
  • Purpose of business impact analysis (BIA)
  • Risk assessment
• Design coordination

Service transition

• Change management
  • Types of change request
  • Change models
  • Remediation planning
  • Change advisory board / emergency change advisory board
  • Lifecycle of a normal change
• Release and deployment management
  • Four phases of release and deployment
• Knowledge management
  • Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
• Service asset and configuration management (SACM)
• Transition planning and support

Service operation

• Incident management
• Problem management
• Event management
• Request fulfilment
• Access management

Continual service improvement

• The seven-step improvement process

6. Functions

This chapter explains the role, objectives and organizational structures of the service desk function and how some of the functions overlap.

• The service desk function
• The technical management function
• The application management function with application development
• The IT operations management function (IT operations control and facilities management)

7. Roles and responsibilities

In this chapter participants will learn how to account for and to be aware of the responsibilities of some of the key roles in service management.

• Role and the responsibilities of the
  • Process owner
  • Process manager
  • Process practitioner
  • Service owner
• Responsible, Accountable, Consulted, Informed (RACI) responsibility model and its role in determining organizational structure.

8. Technology and architecture

This chapter will teach participants how service automation assists with expediting service management processes. It will be covered as part of the training in the other chapters as well.

9. Competence and training

• Competence and skills for service management
• Competence and skills framework
• Training

10. Mock exam

Registration Fees

The per student registration fee for both classroom training and virtual (online) training formats is $2,195, and includes:

• Instructor led training and exercises
• Course manual (excellent post-class reference)
• Participation in unique process simulations
• Exam preparation
• Certification exam

Classroom training begins at 8:30 AM each day and concludes at 5:00 PM unless otherwise directed. Please arrive early on the first day to sign-in and meet fellow attendees. If you register less than one week in advance of a class, please bring your confirmation letter. Business casual attire is appropriate. For information on virtual training session start and stop times, refer to the course schedule below.

Register securely online with confidence or please call (708) 246-0320.

 Seminar Schedule

May 21-23, '12	Dulles, VA	Microtek Herndon
May 21-23, '12	Morristown, NJ	Morristown Offices
May 21-25, '12	1:00 PM-5:00 PM ET	Virtual Classroom
May 29-31, '12	Denver, CO	Microtek
May 29-31, '12	Orlando, FL	Microtek
May 29-31, '12	San Antonio, TX	Norris Center
June 4-6, '12	Ft. Lauderdale, FL	Productivity Point
June 4-6, '12	Phoenix, AZ	Black Canyon Ctr.
June 4-6, '12 Special Offer, $1595	Herndon, VA	Herndon Offices
June 4-6, '12	San Francisco, CA	Microtek
June 11-13, '12	Chicago, IL	Schaumburg Offices
June 11-13, '12	New York, NY	New York Offices
June 11-13, '12	Washington, DC	Arlington Offices
June 12-14, '12 Special Offer, $1595	Ft. Lauderdale, FL	Florida Training Ctr.
June 13-15, '12	Toronto, ON	Toronto Training Center
June 18-20, '12	Los Angeles, CA	El Segundo Center
June 18-20, '12	Portland, OR	Kinetic Solutions
June 25-27, '12	Indianapolis, IN	Indianapolis Training Ctr.
June 25-29, '12 Special Offer, $1595	1:00 PM-5:00 PM ET	Virtual Classroom
July 10-12, '12 Special Offer, $1595	Dallas, TX	Crestview Tower
July 11-13, '12 Special Offer, $1595	Herndon, VA	Herndon Offices
July 9-11, '12	Atlanta, GA	Atlanta Offices
July 9-11, '12	Washington, DC	Arlington Offices
July 16-18, '12	Morristown, NJ	Morristown Offices
July 16-18, '12	Raleigh, NC	Cary Training Center
July 16-18, '12	San Jose, CA	Santa Clara Offices
July 16-18, '12	Dallas, TX	Irving Training Center
July 18-20, '12	Dulles, VA	Microtek Herndon
July 23-25, '12	Columbus, OH	Dublin Training Center
July 23-25, '12	Minneapolis, MN	Euler Training Ctr
July 23-25, '12	Houston, TX	Houston Training Center
Jul 30-Aug 1, '12	Columbia, MD	Bridge Education
Jul 30-Aug 1, '12	Denver, CO	Microtek
Jul 30-Aug 1, '12	Sacramento, CA	ExitCertified Corp
Jul 30-Aug 3, '12	1:00 PM-5:00 PM ET	Virtual Classroom
Aug 6-8, '12	Kansas City, KS	Sirius Systems
Aug 6-8, '12	Washington, DC	Arlington Offices
Aug 6-8, '12 Special Offer, $1595	Herndon, VA	Herndon Offices
Aug 13-15, '12	Tampa, FL	Tampa Training Ctr.
Aug 13-15, '12	New York, NY	New York Offices
Aug 13-15, '12	Boston, MA	Microtek
Aug 13-15, '12	Chicago, IL	Schaumburg Offices
Aug 13-15, '12	Hartford, CT	Gray Conference Center
Aug 13-15, '12	Philadelphia, PA	Microtek
Aug 20-22, '12	Irvine, CA	Executrain
Aug 20-22, '12	St. Louis, MO	Eric Newman Center
Aug 20-22, '12	Seattle, WA	Kirkland Center
Aug 21-23, '12 Special Offer, $1595	Chicago, IL	Chicago Training Ctr.
Aug 27-29, '12	Dulles, VA	Microtek Herndon
Aug 27-29, '12	Las Vegas, NV	Compulearning
Sept 5-7, '12	Washington, DC	Arlington Offices
Sept 10-12, '12 Special Offer, $1595	Herndon, VA	Herndon Offices
Sept 10-12, '12	Charlotte, NC	Metrotek
Sept 10-12, '12	Atlanta, GA	Atlanta Offices
Sept 10-14, '12	1:00 PM-5:00 PM ET	Virtual Classroom
Sept 17-19, '12	Rockville, MD	Bolger Center
Sept 17-19, '12	Raleigh, NC	Cary Training Center
Sept 17-19, '12	San Jose, CA	Santa Clara Offices
Sept 24-26, '12	Los Angeles, CA	Microtek
Sept 24-26, '12	Dallas, TX	Irving Training Center
Sept 24-26, '12	Norfolk, VA	Hampton Center
Sept 24-26, '12	Morristown, NJ	Morristown Offices
Oct 1-3, '12	Houston, TX	Houston Training Center
Oct 1-3, '12	Washington, DC	Arlington Offices
Oct 1-3, '12	Denver, CO	Microtek
Oct 1-3, '12	San Francisco, CA	Microtek
Oct 8-10, '12	Boston, MA	Microtek
Oct 8-10, '12	New York, NY	New York Offices
Oct 8-10, '12	San Antonio, TX	San Antonio Meeting Ctr
Oct 8-12, '12	1:00 PM-5:00 PM ET	Virtual Classroom
Oct 10-12, '12 Special Offer, $1595	Herndon, VA	Herndon Offices
Oct 15-17, '12	Orlando, FL	Microtek
Oct 15-17, '12	Chicago, IL	Schaumburg Offices
Oct 15-17, '12	Dulles, VA	Microtek Herndon
Oct 22-24, '12	Columbia, MD	Bridge Education
Oct 22-24, '12	Baltimore, MD	Mt. Washington Center
Oct 29-31, '12	Raleigh, NC	Cary Training Center
Oct 29-31, '12	Washington, DC	Arlington Offices
Oct 29-31, '12	Minneapolis, MN	Euler Training Ctr
Nov 7-9, '12 Special Offer, $1595	Herndon, VA	Herndon Offices
Nov 12-16, '12	1:00 PM-5:00 PM ET	Virtual Classroom
Nov 13-15, '12 Special Offer, $1595	Chicago, IL	Chicago Training Ctr.

For more ITSM, ITIL, help desk and field support training options, visit the Help Desk, ITIL, and Support Center Calendar.

RCCSP Alliance Members: ITIL Authorized Training Organizations (ATOs) and Affiliates (ATAs)

All RCCSP Professional Education Alliance ITIL training courses are taught by Accredited ITIL Trainers meeting the ITIL trainer criteria set by the ITIL Qualification Board. Accreditation qualifications include, but are not limited to:

• Training experience
• Experience in the IT service management field
• Specific education / certificate requirements depending on the level of ITIL qualification that will be delivered.

Only Accredited ITIL training materials developed by Accredited ITIL Authorized Training Organizations are used in the classroom. The complete list of RCCSP Professional Education Alliance ITIL Authorized Training Organizations and Authorized Training Affiliates participating in RCCSP schedules can be found here.

ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.