ITIL V3 – Service Transition Lifecycle Length: 2 Days Course Overview This hands on program leads to a Certificate in ITIL V3 Service Lifecycle Manage...
ITIL V3 – Service Transition Lifecycle Length: 2 Days Course Overview This hands on program leads to a Certificate in ITIL V3 Service Lifecycle Management - Service Transition. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Service Transition domain of the ITIL™ Service Lifecycle. Upon successful completion of the education and examination, students can expect to gain competencies in the following IT Service Transition areas: • • • • • •
Introduction to Service Transition Service Transition Principles Service Transition Processes Service Transition related activities Organization and technology for Service Transition Understanding Implementation approaches, Service Transition roles, Challenges, Critical success factors and risks.
Prerequisites ITIL V3 Foundation Certificate in IT Service Management along with IT or ITSM operational experience. Audience The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of V3 practices within the Service Lifecycle context. Prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization.
Course Outline Course Introduction
4m
Course Introduction Service Operation Lifecycle - PART 01 Chapter 01 - Introduction Agenda - Overview Courseware Usage Courseware Conventions
44m
ITIL Lifecycle Exam ITIL Qualification Scheme Getting Started Free Stuff Course Introduction - Review Chapter 02 - Service Operation SO & The Service Lifecycle IT Service Management Service Framing Service Value Function - Process - Role Managing Through the Lifecycle Purpose, Goals & Objectives of Service Operation The Scope of Service Operation Service Operation - Value to the Business The Principle of Service Operation Organizing Service Operation Achieving Balance in Service Operation Balancing Stability & Responsiveness Balancing QoS & CoS Balancing Reactive & Proactive Providing Service SO & Transition and Design Operation Health SO Communication Service Operation - Review Chapter 03 - PART 01 - CHECKPOINT Service Operation Lifecycle - PART 02 Chapter 04 - Service Operation Processes The Service Operation Model The Processes of Service Operation Service Operation Processes - Review Chapter 05 - Event Management Introduction Objective Scope Value to the Business Concepts Activities of Event Management Event Occurrence & Notification
2h 38m
Event Detection & Filtering Event Significance & Correlation Event Response Trigger & Selection Event Review & Closure Process Relationships Information Measures & Metrics Challenges Summary Event Management - Review Chapter 6 - Incident Management Introduction Objective Scope Value to the Business Concepts Activities of Incident Management Incident Logging Incident Categorization Categorization Incident Priority Incident Escalation Incident Diagnosis Incident Resolution & Recovery Incident Closure Expanded Incident Lifecycle Incident Management - Roles Process Relationships Information Metrics & Measures Challenges Summary Incident Management - Review Chapter 7 - Request Fulfillment Introduction Objective Scope Value to the Business Concepts Activites of Request Fulfillment Menu Selection Financial Approval Other Approval
Fulfillment Closure Process Relationships Information Metrics & Measures Challenges Summary Request Fulfillment - Review Chapter 08 - Problem Management Introduction Objective Scope Concepts Value to the Business Activites of Problem Management Managing the Problem Problem Analysis Techniques Managing the Known Error Process Relationships Information Metrics & Measures Challenges Summary Problem Management - Review Chapter 09 - Access Management Introduction Objective Scope Value to the Business Concepts Activities of Access Management Access Request Access Verification Provide Rights Monitor Identity Status Log & Track Access Remove or Restrict Rights Process Relationships Information Metrics & Measures Challenges Summary Access Management - Review
Chapter 10 - Non-Service Operation Processes Introduction Change Management Configuration Management Release & Deployment Management Knowledge Management Capacity Management Availabilty Management IT Service Continuity Management Financial Management Non-Service Operation Processes - Review Chapter 11 - PART 02 - CHECKPOINT Service Operation Lifecycle - PART 03
35m
Chapter 12 - Common Activities Introduction Service Operation - Common Activities Monitoring & Control Control Loop IT Operations Mainframe Management Server Management & Support Network Management Storage & Archive Database Management Directory Services Management Desktop Support Middleware Management Internet/Web Management Facilities & Datacenter Management Data Center Strategies IT Sercurity Management Improvement of Operational Activities Common Activities - Review Chapter 13 - PART 03 - CHECKPOINT Service Operation Lifecycle - PART 04 Chapter 14 - Service Operation Functions Functions of Service Operation Service Operation Functions - Review
1h 4m
Chapter 15 - Service Desk Introduction Service Desk - Overview Service Desk - Role Service Desk - Objectives Service Desk - Organizational Structures Service Desk - Staffing Service Desk - Metrics Service Desk - Review Chapter 16 - Technical Management Introduction Technical Management - Overview Technical Management - Role Technical Management - Objectives Technical Management - Organizational Structures Technical Management - Design, Maintenance & Support Technical Management - Metrics Technical Management - Documentation Technical Management - Review
Introduction Application Management - Overview Application Management - Role Application Management - Objectives Application Management - Priciples Application Lifecycle Application Management - Generic Activities Application Management - Organizational Structures Application Managament - Roles & Responsibilities Application Management - Metrics Application Management - Documentation Application Management - Review Chapter 18 - IT Operations Management Introduction IT Operations IT Operations - Role IT Operations - Objectives IT Operations - Organizational Structures IT Operations - Metrics Operations Management - Documentation IT Operations Management - Review
Chapter 19 - PART 04 - CHECKPOINT Service Operation Lifecycle - PART 05 Chapter 20 & 21- Service Operation Considerations Organizational Structures Specialization Based Strutures Activity Based Structures Process Based Structures Geography Based Structures Hybrid Structures Service Operation Considerations - Review Chapter 22 - Service Operation Roles Introduction Service Operation - Roles Service Desk Technical Management IT Operations Application Management Event Management Incident Management Request Fulfillment Problem Management Access Management Service Operation - Roles - Review Chapter 23 - Technology Considerations Service Operation Technology Considerations Event Management Desired Features Incident Management Desired Features Request Fulfillment Desired Features Problem Management Desired Features Access Management Disired Features Service Desk Desired Features Technology Considerations - Review Chapter 24 - Implementing Service Operation Service Operation Implementation Managing Change in SO SO & Project Management Accessing & Managing Risk Involvement in Design & Transition Planning & Implementing Technology
1h 5m
Implementing Service Operation - Review Chapter 25 - PART 05 - CHECKPOINT Course Closure
