ITIL Foundation with case study
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24.51 лв.
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Contents
Overview — ITIL® Foundation for IT Service Management....................... Overview-1
Course introductions....................................................................Overview-2
Health and safety ......Overview-3
Logistics and refreshments ......Overview-4
Course format.. . Overview-5
) Agenda ....Overview-6
Timing Overview-7
Exam format and details Overview-8
Personal introductions Overview-9
Module 1 - Service Management as a Practice 1-1
CIO challenges today . 1-2
What is an IT Service? 1-3
As seen by ITIL V2 service managers 1-4
As seen by users 1-5
As seen by the CEO and CIO 1-6
Forma! Definition of a Service 1-7
Conversation about the definition and meaning of services
Internal and external services
Classification of services
) How do organizations manage services?
Best Practice
Stakeholders in service management
Internal and external customers
ITIL Definition of Service Management
Process
A Process Model
Characteristics of a process
Automating Processes
Functions and Roles
Process roles
The ITIL Service Lifecycle 1-32
Service Strategy 1-34
Service Design 1-36
Service Transition 1-37
Service Operation 1-38
Continual Service Improvement 1-40
The ITIL Service Lifecycle 1-41
Learning check 1-42
Module 2 - Service Strategy...........................................................................2-1
Service Strategy - Summary 2-2
Service Strategy - Purpose and objectives ..................................................2-3
Service Strategy - Scope......................................................................... 2-4
Service Strategy - Value to the business .....................................................2-5
Utility and Warranty 2-6
Assets, Resources and Capabilities.......... ..........2-8
Value Creation - components of value 2-9
Value Creation - economic vaiue of a service 2-10
Patterns of Business Activity 2-11
Service Provider 2-13
Risk Analysis and Management 2-14
Service Portfolio Management ~ Summary 2-16
Service Portfolio Management - Purpose and objectives 2-17
Service Portfolio Management - Scope 2-18
The Service Portfolio 2-19
Financial Management for IT Services - Summary 2-21
Financial Management for IT Services - Purpose and objectives 2-22
Financial Management for IT Services - Scope 2-23
Financial Management for IT Services - Business Case 2-25
Business Relationship Management - Summary 2-26
Business Relationship Management - Purpose 2-27
Business Relationship Management - Objectives 2-28
Business Relationship Management - Scope 2-29
Learning check 2-31
Module 3 - Service Design 3-1
Service Design - Summary ..3-2
Service Design - Purpose and objective 3-3
Service Design - Scope 3-4
Service Design - Value to Business 3-5
Scope of Service Design - "The Four Ps" 3-6
Service Design Package (SDP) 3-7
5 major aspects of Service Design 3-9
Service Design Processes 3-11
Design Coordination 3-12
Design Coordination - Purpose and Objectives 3-13
Design Coordination - Scope 3-14
Service Catalog Management 3-15
Service Catalog Management - Purpose and objective.... 3-16
Service Catalog Management - Scope 3-17
Service Catalog Management - The service portfolio and its contents 3-18
Service Catalog Management - Service and catalog structure 3-20
Service Catalog Management - Sample catalog presentation: two-view 3-22
Service Catalog Management - Sample catalog presentation: three-view ....3-23
Service Level Management ..........................3-25
Service Level Management - Purpose and objectives 3-27
Service Level Management - Scope..........................................................3-28
SLM and Business Relationship Management 3-29
Service Level Management - Basic concepts............................................. 3-30
SLM - Multi-level SLAs ............................................................................ 3-32
Service Level Management - Activities 3-34
Service Level Management - Example SLA monitoring chart........... 3-37
Service Level Management - Interfaces 3-38
Availability Management 3-40
Availability Management - Purpose and objectives .3-41
Availability Management - Basic concepts (1 of 6) 3-42
Availability Management - Basic concepts (2 of 6) 3-44
Availability Management - Basic concepts (3 of 6) 3-45
Availability Management - Basic concepts (4 of 6) 3-47
Availability Management - Basic concepts (5 of 6) 3-48
Availability Management - Basic concepts (6 of 6) 3-49
Information Security Management 3-50
Information Security Management - Purpose and objectives 3-51
Information Security Management - Scope ....3-52
Information Security Management - IS Policy 3-53
Supplier Management 3-54
Supplier Management - Purpose and objectives 3-55
Supplier Management - Scope 3-56
Supplier Management - Suppliers and Contracts 3-57
Supplier Management - Supplier Categories 3-59
Capacity Management 3-61
Capacity Management - Purpose and objectives 3-62
Capacity Management - Capacity Plan 3-63
Capacity Management - Sub-process 3-64
IT Service Continuity Management (ITSCM) 3-65
ITSCM - Purpose 3-66
ITSCM - Objectives 3-67
ITSCM - BIA and Risk Assessment 3-68
Learning check 3-70
Module 4 - Service Transition 4-1
Service Transition - Summary 4-2
Service Transition - Purpose and objectives 4-4
Service Transition - Scope 4-5
Service Transition - Value to Business 4-6
Knowledge Management 4-7
Knowledge Management - Purpose, Goal, Objectives 4-8
Knowledge Management - DIKW 4-10
Service Knowledge Management System 4-12
Transition Planning arid Support...... 4-14
Transition Planning and Support - Purpose and objectives.............. .......4-15
Transition Planning and Support - Scope................................................. 4-16
Change Management........;.;........;............;..,........;....;............ 447
Change Management - Purpose and Objectives....................................... 4-19
Change Management - Scope .;; 4-20
Change - Basic concepts (1 of 5) 4-21
Change - Basic concepts (2 of 5) .4-22
Change - Basic concepts (3 of 5) ...4-24
Change - Basic concepts (4 of 5) ....4-25
Change - Basic concepts (5 of 5) .......4-27
Change - Livecycle of a normal change................................... 4-28
7 Rs of Change Management 4-35
Change - Roles 4-36
Change - Interfaces 4-38
Service Asset and Configuration Management (SACM) 4-41
SACM - Purpose and objectives 4-42
SACM - Scope 4-43
SACM - Configuration Item (Cl) 4-45
SACM - Types of Cl 4-46
SACM - Logical Configuration Model 4-47
SACM - Configuration Management System 4-48
SACM - Definitive Media Library (DML) 4-50
SACM - DML and CMDB relationship 4-52
Release and Deployment Management 4-53
Release and Deployment - Purpose/Objectives/Scope 4-54
Release and Deployment - Release Policy 4-56
Four Phases of Release and Deployment 4-58
Learning check 4-60
Module 5 - Service Operation 5-1
Service Operation - Summary 5-2
Service Operation - Purpose and Objectives 5-3
Service Operation - Scope 5-4
Service Operation - Value to the Business 5-5
Service Operation - the Role of Communication 5-6
Service Operation Processes and Functions 5-8
Event Management 5-9
Event Management - Purpose and Objectives 5-10
Event Management - Scope ..5-11
Event Management - Definitions 5-12
Incident Management 5-13
Incident Management - Purpose 5-14
Incident Management - Objective. 5-15
Incident Management - Scope 5-16
Incident. Management - Basic concepts..................................................... 5-17
Incident Management - Activities (1 of 2).................................................5-20
Incident Management - Activities (2 of 2) ................................................5-22
) Incident Management - Impact, Urgency, and Priority ...............................5-25
Incident Management - Interfaces.............................................i...............5-27
Request Fulfillment .. . 5-29
Request Fulfillment - Purpose...... 5-30
Request Fulfillment - Objectives.... 5-31
Request Fulfillment - Scope. 5-32
Problem Management 5-34
Problem Management - Purpose 5-35
Problem Management - Objectives 5-36
Problem Management - Scope 5-37
) Problem Management - Basic concepts 5-38
Problem Management - Reactive Problem Management Process (1 of 2) 5-40
Problem Management - Reactive Problem Management Process (2 of 2) .... 5-43
Problem Management - Interfaces 5-46
Access Management 5-48
j Access Management - Purpose and Objectives 5-49
Access Management - Scope 5-50
^ Service Operation functions.. 5-51
Service Desk 5-54
Service Desk - Objectives 5-55
! Service Desk Structures 5-56
Technical Management.... 5-58
Technical Management - Objectives 5-59
IT Operations Management 5-60
IT Operations Management - Objectives 5-63
* Application Management 5-64
Application Management - Objectives 5-66
Learning check 5-67
Module 6 - Continual Service Improvement ...6-1
Continual Service Improvement (CSI) - Summary........................................ 6-2
CSI - Purpose 6-3
i CSI - Objectives 6-4
CSI - Scope 6-5
CSI - Value to the business... 6-7
Continual Service Improvement Approach 6-8
The Deming Cycle (Plan, Do, Check, Act) 6-10
CSI Register... 6-12
Example CSI Register.. 6-13
What is Service Measurement? 6-14
—< Baselines. 6-15
CSFs, KPIs, and Metrics 6-16
Types of metrics 6-18
RAC! Mode! 6-20
Example RAC1 Model ............................................................................6-21
Role - Service Owner................................... ....:.:.........:............. 6-23
Governance . . 6-24
The Seven-Step improvement Process - Purpose and objectives............... 6-25
The Seven-Step Improvement Process - Scope 6-26
The Seven-Step Improvement Process 6-27
Learning check .......6-29
Module 7 - ITIL® Qualification Scheme... 7-1
ITIL Qualification Scheme .... ...7-2
Apendix A - Competence and Training A-l
Competence and skills for service management A-2
Competence and skills framework A-4
Training A-5
Training from HP A-6
