Details
- Describe the concept of best practices in the public domain
- Describe and explain why ITIL is successful
- Define and explain the concept of a service
- Define and explain the concept of internal and external customers
- Define and explain the concept of internal and external services
Outline
Service management as a practice
Specifically, candidates must be able to:
- Describe the concept of best practices in the public domain
- Describe and explain why ITIL is successful
- Define and explain the concept of a service
- Define and explain the concept of internal and external customers
- Define and explain the concept of internal and external services
- Define and explain the concept of service management
- Define and explain the concept of IT service management
- Define and explain the concept of stakeholders in service management
- Define processes and functions
- Explain the process model and the characteristics of processes
The ITIL service lifecycle
Specifically, candidates must be able to:
- Describe the structure of the ITIL service lifecycle
- Account for the purpose, objectives and scope of service strategy
- Briefly explain what value service strategy provides to the business
- Account for the purpose, objectives and scope of service design
- Briefly explain what value service design provides to the business
- Account for the purpose, objectives and scope of service transition
- Briefly explain what value service transition provides to the business
- Account for the purpose, objectives and scope of service operation
- Briefly explain what value service operation provides to the business
- Account for the main purpose, objectives and scope of continual service improvement
- Briefly explain what value continual service improvement provides to the business
Generic concepts and definitions
- 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)
Key principles and models:
Service strategy
- Describe value creation through services
Service design
- Understand the importance of people, processes, products and partners for service management
- Understand the five major aspects of service design
o Service solutions for new or changed services
o Management information systems and tools
o Technology architectures and management architectures
o The processes required
o Measurement methods and metrics
Continual service improvement
o Explain the continual service improvement approach
o Understand the role of measurement for continual service improvement
Processes:
Service strategy
- State the purpose, objectives and scope for:
o Service portfolio management
o Financial management for IT services
o Business relationship management
Service design
- Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
o Service level management
- State the purpose, objectives and scope for:
o Service catalogue management
o Availability management
o Information security management (ISM)
o Supplier management
o Capacity management
o IT service continuity management
o Design coordination
Service transition
- Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
o Change management
- State the purpose, objectives and scope for:
o Release and deployment management
o Knowledge management
o Service asset and configuration management
o Transition planning and support
Service operation
- Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
o Incident management
o Problem management
- State the purpose, objectives and scope for:
o Event management
o Request fulfilment
o Access management
Continual service improvement
- State the purpose, objectives and scope for:
o The seven-step improvement process
Functions
- Explain the role, objectives and organizational structures for
o The service desk function
- State the role and objectives of:
o The technical management functions
o The application management function with application development
o The IT operations management function (IT operations control and facilities management)
Roles
Account for the role and the responsibilities of the
o Process owner
o Process manager
o Process practitioner
o Service owner
- Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.
Technology and architecture
- Understanding how service automation assists with expediting service management processes
Competence and training
- Competence and skills for service management
- Competence and skills framework
- Training
Speaker/s
Special Offer
Schedules
| Tue, Fri |
| No. of Days: | 4 |
Alpha Partners is a reputable firm of Training and Management Consultants with many years of corporate training experience in Finance, Accounting, Auditing, Banking, Management, Information Technology, Oil and Gas Sector, Security, Engineering, Public Relations, Secretarial Studies, Leadership, Marketing and other fields of human endeavour.
We are one of the leading players in the profession. Our firm, a multi-disciplinary one with highly talented, experienced and dedicated partners and staff who have experiences in different facets of working life was established in 1996 and has branches in Lagos, Enugu and Awka.
We offer a wide range of professional services, which covers audits, accounting, finance, taxation, ICT, security, engineering, insurance, human resources management, secretarial and consultancy services in all ramifications.
Our numerous clients attest to the high quality services we offer which contribute in no small measure in ensuring sound and efficient management of their resources.
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