Software SKILLNET

ITIL® Continual Service Improvement


ITIL® Continual Service Improvement
Start Date8th May 2017
Course CodeSS17-28
Venue
Non-member
Full Fee
€0.00
Duration3 Days
LocationDublin
Provider
Network Member Subsidised Fee€0.00
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Programme Overview

This three-day instructor led course in an intensive, interactive workshop consisting of formal lecturing, discussions, exercises, presentations & mock examination questions.  On the last afternoon of the course there is a 40 question multiple choice examination of one hour. 

The main objective of the ITIL® Foundation is to obtain knowledge of the ITIL®® terminology, structure and basic concepts and to comprehend the core principles of ITIL® practices for Service Management. 

The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL® best practice guidelines, can be adopted and adapted within their own organisations following the new service lifecycle approach.

Course Objectives and Learning Outcomes

Learn which ITIL® processes are essential to Support & Deliver a quality IT Service.

Gain an understanding of how these processes relate to each other and to wider IT & business issues. Improve your contribution to Service Management within your own organisation.

Increase the likelihood of success for service improvement programmes within your organisation Candidates who are successful in the examination will personally attain the industry recognised Foundation Certificate in IT Service Management - a measure of their capability & performance
Who should attend
This course is designed for all staff involved with IT Service Management disciplines and gives an awareness of the techniques involved across the range of IT Service Support and Delivery processes.
Course Content

The Service Lifecycle

The objectives and business value for each phase of the Service Lifecycle and the main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Key Principles & Models of ITSM

  • The types of service provider
  • The five major aspects of Service Design
  • The service V model
  • The Continual Service Improvement model

The Processes & Functions

Define the characteristics of a process. The objectives, business value, basic concepts, roles and interfaces of:

  • Service Portfolio Management
  • Service Level Management
  • Incident Management
  • Change Management

The Objectives & Basic Concepts of

  • Demand Management
  • Financial Management
  • Service Catalogue Management
  • Availability Management
  • Capacity Management
  • Supplier Management
  • Information Security Management
  • IT Service Continuity Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Event Management
  • Problem Management 
  • Request Fulfillment
  • Access Management
  • The 7 step improvement process

Explanation of the Functions

  • Service Desk
  • Application Management

Operations Management

  • Technical Management

Organisation Structure & Key Roles

  • Using the RACI model

Technology & Architecture

Generic requirement for an integrated set of ITSM technology

Certification
Axelos Authorised Course
About the Trainer
SureSkills is a -Training and Consultancy company that is fully accredited to Training and understanding the importance of working together, SureSkills Trainers/Consultants are all practitioners who bring with them the ability to apply best practices in a practical and understandable way that is tailored to meet the needs of clients. Their combined practical experience is one SureSkills greatest attributes and given the customer base is a testament to their ability in the field of Training and Consultancy. All work is based on the process of “adopt and adapt” of internationally recognised best practice standards.