ITIL v3 Service Management Awareness: A Lifecycle Approach  |
|
Course Overview |
| | Our ITIL v3 Service Management Awareness overview provides a general introduction to IT Service Management, focusing on the lifecycle of services-birth to retirement-broken into five key phases. The phase components-Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement-are introduced and discussed within the best practice framework.
PDU Credits: 3
|
| Objectives |
| | | Overview of a Lifecycle Approach to IT Service Management
- Introduction to IT Service Management
- Key ITIL v3 Concepts
- ITIL Service Management integration: Business Services; IT Services; IT Functions
- Value of Service
|
Audience |
| | This overview is appropriate for all levels and functions within the entire IT service development and provision life cycle. It is also of value to customers and end users who need to interface with the IT department.
|
Prerequisites |
| | There are no prerequisites for this course.
|
| Course Number |
| | NHITILAwarev3
|
| Course Length |
| | 3 Hours
|
| Course Price |
| | $0.00
|
| Category |
| | 3
|
| Topics |
| | | Lifecycle: Five Phases and 22 Processes
- Service Strategy: Working with the business to plan appropriately for both long and short term service needs.
- Processes: Service Portfolio Management, Financial Management and Demand Management
- Design: Planning and architecting services that fall within the business's strategy Processes: Service Level Management, Catalog Management, Supplier Management, Availability Management, Capacity Management, Information Security Management and Service Continuity Management
- Transition: Moving planned business initiatives to live status; retiring old services no longer of value to the business; improving services to keep the business at or above required competitive levels
- Processes: Change Management, Asset and Configuration Management, Knowledge Management, Transition Planning and Support, Release and Deployment Management, Testing and Validation and Evaluation
- Operation: Managing the services currently utilized by the business
- Processes: Incident Management, Problem Management, Request Fulfillment, Access Management, Event Management
- Continual Service Improvement: Implemented as part of every process
|