ITIL Capability: Service Offerings & Agreements

Transcription

1 ITIL Capability: Service Offerings & Agreements Course Code: SOA Overview: The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The focus of the course is to gain practical experience planning and executing processes within ITIL service offerings and agreements; the operational-level process activities and supporting methods and execution of these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The main process focus areas of this course include: Business relationship management, Service portfolio management,financial management for IT services,demand management,service catalogue management,service level management,supplier management. Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided. The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams. Target Audience: IT operations, technical, or IT management personnel requiring more information about ITIL best practices and anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT. Objectives: Importance of service management as a practice concept Service lifecycle principals, purpose, and objective Importance of ITIL service offerings and agreements while providing service How all processes in ITIL service offerings and agreement interact with other service lifecycle processes The activities, methods, and functions used in each of the ITIL service offerings and agreement processes Use the ITIL service offerings and agreement processes, activities, and functions to achieve operational excellence Measure ITIL service offerings and agreements Importance of IT security and its contributions to ITIL service offerings and agreements Technology and implementation considerations surrounding ITIL service offerings and agreements Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service offerings and agreements Prerequisites: ITIL Foundation V3 Certificate Two to four years of relevant work experience Testing and Certification To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publications Service Strategy (2011 Edition, ISBN ) and Service Design (2011 Edition, ISBN ) and complete at least 12 hours of personal study. Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course. On successful completion of the course and passing of the subsequent exam 3 number of credits will be awarded by the examining institute SOA training@clclearningafrica.com

2 Follow-on-Courses: ITIL Complementary Courses - Analyst Series, Service Catalogue ITIL v3 Lifecycle Courses ITIL v3 Capability Courses ITIL v3 Managing Across the Lifecycle Content: Service Offerings and Agreements: Demand Management: Supplier Management: line line line How Service Offerings and Agreements Importance of Demand Management to Purpose, Objectives, and Scope Practices Support the Service Lifecycle# Managing Services throughout their Business Value Purpose, Objectives, Scope, and Value of Lifecycle Policies, Principles, and Basic Concepts Strategy Management for IT Services and Purpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process the Design Coordination Process Business Value Interfaces Successful Services Depend on the Policies, Principles, and Basic Concepts Information Management within the Customer's Perception of Utility and Triggers, Inputs, Outputs, and Process Supplier Management Process Warranty Interfaces CSFs and KPIs Relevance of Business Cases and Information Management within the Challenges and Risks Return-on-Investment to Service Offerings Demand Management Process Key Roles and Responsibilities and Agreements Practices CSFs and KPIs Challenges and Risks Technology and Implementation Business Relationship Management: Key Roles and Responsibilities Considerations: line line Purpose, Objectives, and Scope Service Catalog Management: Generic Requirements for Service Business Value line Management Technologies Policies, Principles, and Basic Concepts Importance of the Service Catalog to the Evaluation Criteria for Technology and Triggers, Inputs, Outputs, and Process Service Lifecycle Tooling for Process Implementation Interfaces Purpose, Objectives, and Scope Good Procedures for Practice and Process Information Management within the Business Value Implementation Business Relationship Management Policies, Principles, and Basic Concepts Challenges, CSFs, and Risks Related to Process Triggers, Inputs, Outputs, and Process Implementing Practices and Processes CSFs and KPIs Interfaces How to Plan and Implement Service Challenges and Risks Information Management within the Management Technologies Key Roles and Responsibilities Service Catalog Management Process CSFs and KPIs Service Portfolio Management: Challenges and Risks line Production of a Service Catalog Service Portfolio Key Roles and Responsibilities of Service Purpose, Objectives, and Scope Catalog Management Business Value Policies, Principles, and Basic Concepts Service Level Management: Triggers, Inputs, Outputs, and Process line Interfaces Importance of Service Level Information Management within the Service Management to the Service Lifecycle Portfolio Management Process Purpose, Objectives, and Scope CSFs and KPIs Business Value Challenges and Risks Policies, Principles, and Basic Concepts Key Roles and Responsibilities Triggers, Inputs, Outputs, and Process Financial Management for IT Services: Interfaces Purpose, Objectives, and Scope Information Management within the Business Value Service Level Management Process Policies, Principles, and Basic Concepts CSFs and KPIs Triggers, Inputs, Outputs, and Process Challenges and Risks Interfaces Contents of Service and Operational Information Management within the Level Agreements (SLAs and OLAs) Financial Management for IT Services Key Roles and Responsibilities Process CSFs and KPIs Challenges and Risks Key Roles and Responsibilities SOA training@clclearningafrica.com

3 Further Information: For More information, or to book your course, please Call/ us on : KENYA - training.kenya@clclearningafrica.com TANZANIA - training.tanzania@clclearningafrica.com UGANDA - training.uganda@clclearningafrica.com RWANDA - training.rwanda@clclearningafrica.com BURUNDI - training.burundi@clclearningafrica.com ETHOPIA - training.ethopia@clclearningafrica.com SOA training@clclearningafrica.com

4 ITIL Capability: Release, Control & Validation Course Code: RCV Overview: The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. Target Audience: This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on- going support and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice. This may include: IT professionals, Business managers, Business process owners, Individuals who require a deep understanding of the ITIL Certificate in the Release, Control and Validation processes and of how it may be used to enhance the quality of IT service support within an organization, IT professionals that are working within an organization that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme, Operational staff involved in change management, release and deployment management, service validation and testing, service asset and configuration management, request fulfilment, change evaluation and knowledge management, and who wish to enhance their role-based capabilities, Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications, Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules, Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. Objectives: Change management Service asset and configuration management Service validation and testing Request fulfilment Change evaluation Knowledge management Release and deployment management Prerequisites: Hold the ITIL Foundation V3 Certificate Testing and Certification The examination is a 90 minute paper with eight (8) multiple choice, scenario-based, gradient-scored questions taken at the end of the course. The pass mark is 28/40. The exam to be charged separately. Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course. On successful completion of the course and passing of the subsequent exam x number of credits will be awarded by the examining institute Follow-on-Courses: The following courses are recommended for further study: ITIL Complementary Courses - Analyst Series ITIL v3 Lifecycle Courses ITIL v3 Capability Courses RCV training@clclearningafrica.com

5 Content: Introduction to release, control and validation Release and deployment management Knowledge management (KM): (RCV): (RDM): line line line The knowledge, interpretation and analysis The knowledge, interpretation and analysis The knowledge, interpretation and of knowledge management principles, of change management principles, analysis of service validation and testing techniques and relationships and their techniques and relationships and their principles, techniques and relationships application for the effective management application for the effective management of and the application of them for the of release, control and validation release, control and validation. effective management of release, control The end-to-end process flow for The purpose, objectives and scope of and validation knowledge management, including its service transition lifecycle phase The end-to-end process flow for release policies, concepts, activities and interfaces The RCV processes in relation to service and deployment management, including with other processes (for example CSI transition its policies, concepts, phases, activities processes) Activities related to overall transition and interfaces with other processes Related concepts (for example, planning and ongoing support Release and deployment models and data-information-knowledge-wisdom related activities (for example, design, (DIKW)) and how these activities help to Change management: planning, build, pilots, test, transfer, ensure knowledge transfer and improved line deployment, retirement). and how these decision-making The knowledge, interpretation and analysis activities ensure service quality The benefits and business value that can of change management principles, A measurement model and the metrics be gained from knowledge management techniques and relationships and their that would be used to support release and the challenges and risks to be application for the effective management of and deployment management within RCV managed release, control and validation practices Release, control and validation roles and The end-to-end process flow for change The benefits and business value that can responsibilities: management, including its policies, design be gained from release and deployment The knowledge, interpretation and analysis strategy, concepts, activities, and interfaces management of RCV roles and their application for the with other processes effective management of release, control A measurement model and the metrics that Request fulfilment: and validation would be used to support change line Generic roles that support service management within RCV practices The knowledge, interpretation and transition and the RCV processes The benefits and business value that can be analysis of request fulfilment principles, The roles and responsibilities related to gained from change management and the techniques and relationships and their transition planning and support, change challenges and risks to be managed application for the effective management management, service asset and Service asset and configuration of release, control and validation configuration management, service management (SACM): The end-to-end process flow for request validation and testing, release and The knowledge, interpretation and analysis fulfilment, including its policies, concepts, deployment management, request of service asset and configuration activities, and interfaces with other fulfilment, ch management principles, techniques and processes (for example, RDM, SACM relationships and their application for the and change management) Technology and Implementation effective management of release, control Request fulfilment models and related Considerations: and validation activities (for example, effectiveness of line The end-to-end process flow for service designs, changes, performance) and how The knowledge, interpretation and analysis asset and configuration management, these activities help to ensure quality of technology and implementation including its policies, design strategy, service within RCV considerations and their application for the concepts, activities and interfaces with other A measurement model and the metrics effective management of release, control processes that would be used to support request and validation A measurement model and the metrics that fulfilment within RCV practices The technology requirements for service would be used to support service asset and The benefits and business value that can management tools, where and how these configuration management within RCV be gained from request fulfilment and the would be used within RCV (for example, practices challenges and risks to be managed knowledge management and service asset The benefits and business value that can be and configuration management) gained from service asset and configuration Change evaluation: The need and benefits of tools that support management and the challenges and risks line service transition as related to RCV to be managed The knowledge, interpretation and Implementing RCV processes in the analysis of change evaluation principles, context of planning and managing change, Service validation and testing (SVT): techniques and relationships and their service operation, project management, line application for the effective management risk management, and staff The knowledge, interpretation and analysis of release, control and validation considerations. of service validation and testing principles, The end-to-end process flow for change techniques and relationships and their evaluation, including its policies, application for the effective management of concepts, activities, interfaces with other release, control and validation processes The end-to-end process flow for the SVT Perspectives and considerations for process, including its policies, concepts, evaluating the effectiveness of a service activities and interfaces with other change RCV training@clclearningafrica.com

6 processes Test modelling techniques and testing concepts (for example, stakeholder requirements, test conditions, environments, data) and how these test components are used to ensure service quality A measurement model and the metrics that would be used to support service validation and testing within RCV practices The benefits and business value that can be gained from SVT and the challenges and risks to be managed A measurement model and the metrics that would be used to support change evaluation within RCV practices The benefits and business value that can be gained from change evaluation and the challenges and risks to be managed Further Information: For More information, or to book your course, please Call/ us on : KENYA - training.kenya@clclearningafrica.com TANZANIA - training.tanzania@clclearningafrica.com UGANDA - training.uganda@clclearningafrica.com RWANDA - training.rwanda@clclearningafrica.com BURUNDI - training.burundi@clclearningafrica.com ETHOPIA - training.ethopia@clclearningafrica.com RCV training@clclearningafrica.com

7 ITIL Capability: Planning, Protection & Optimisation Course Code: PPO Overview: The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. Target Audience: This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on- going support and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice. This may include: IT professionals, Business managers, Business process owners, Individuals who require a deep understanding of how the ITIL Certificate in the Planning,Protection and Optimization processes may be used to enhance the quality of IT service support within an organization; IT professionals who are working within an organisation that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme; Operational staff involved in capacity management, availability management, ITSCM, information security management, and demand management, and who wish to enhance their role-based capabilities; Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications; Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules; Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. Objectives: Capacity management Availability management Information security management Demand management IT service continuity management (ITSCM) Prerequisites: Delegates are required to meet the following mandatory prerequisites: Hold the ITIL Foundation V3 Certificate To be eligible for the examination leading to the ITIL Planning, Protection and Optimisation Certificate, the candidate must fulfil the following requirements: Undertake at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme 2 to 4 years professional experience working in IT service management is highly desirable Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications. It is also recommended that candidates should complete a minimum of 12 hours of personal study, reviewing the syllabus and the pertinent areas within the ITIL Service Design core guide, specifically Chapter 2: Service management as a practice. Testing and Certification The examination is a 90 minute paper with eight (8) multiple choice, scenario-based, gradient-scored questions taken at the end of the course. The pass mark is 28/40. The exam to be charged separately. Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course. On successful completion of the course and passing of the subsequent exam 3 number of credits will be awarded by the examining institute PPO training@clclearningafrica.com

8 Content: Introduction to planning, protection and IT service continuity management (ITSCM): Technology and implementation optimization: line considerations: line The knowledge, interpretation and line Full understanding of PPO terms and core analysis of ITSC management principles, The knowledge, interpretation and analysis concepts. techniques and relationships and their of technology and implementation The value to the business of PPO activities correct application to enable effective principles, techniques and relationships The lifecycle within the PPO context services planning, protection and and their correct application to enable The purpose and objective of service design optimization. effective services planning, protection and as it relates to PPO The end-to-end process flow for ITSCM, optimization. The basic service design principles including its design strategy, Service management tools, where and components, activities, roles and how they can be used within PPO for Learning Unit PPO02: Capacity management: operation, organizational structure and its process implementation line interfaces with other processes The types of tools that support service The knowledge, interpretation and analysis The four stages of ITSCM (i.e. initiation, design as related to PPO. of capacity management principles, requirements and strategy, What best practices should be used in techniques and relationships and their implementation and on-going operation) order to alleviate challenges and risks correct application to enable effective and how each can be used to support when implementing service management services planning, protection and PPO technologies and designing technology optimization. A measurement model and the metrics architectures. The end-to-end process flow for capacity used to support ITSCM within PPO management, including its design strategy, practices components, activities, roles and operation, The benefits and business value that can organizational structure and its interfaces be gained from ITSCM with other processes A measurement model and the metrics that Information security management: would be used to support capacity line management within PPO practices The knowledge, interpretation and The benefits and business value that can be analysis of information security gained from capacity management management principles, techniques and relationships and their correct application Availability management: to enable effective services planning, line Oprotection and optimization. The knowledge, interpretation and analysis The end-to-end process flow for security of availability management principles, management, including its design techniques and relationships and their strategy, components, activities, roles correct application to enable effective and operation, its organizational structure services planning, protection and and its interfaces with other processes optimization. A measurement model and the metrics The end-to-end process flow for availability that would be used to support security management, including its design strategy, management within PPO practices components, activities, roles and operation, The benefits and business value that can organizational structure and its interfaces be gained from security management with other processes Demand management: The benefits and business value that can be line gained from availability management The knowledge, interpretation and A measurement model and the metrics that analysis of demand management would be used to support availability principles, techniques and relationships management within PPO practices and their correct application to enable effective services planning, protection and optimization. The end-to-end process flow for demand management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes Activity-based demand management as it relates to business and user activity patterns and how these contribute to core and service packages The benefits and business value that can be gained from demand management in support of PPO Planning, protection and optimization PPO info@globalknowledge.co.uk

9 roles and responsibilities: The knowledge, interpretation and analysis of organizational roles, principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization. The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO. Further Information: For More information, or to book your course, please Call/ us on : KENYA - training.kenya@clclearningafrica.com TANZANIA - training.tanzania@clclearningafrica.com UGANDA - training.uganda@clclearningafrica.com RWANDA - training.rwanda@clclearningafrica.com BURUNDI - training.burundi@clclearningafrica.com ETHOPIA - training.ethopia@clclearningafrica.com PPO training@clclearningafrica.com

10 ITIL Capability: Operational Support & Analysis Course Code: IOSA Overview: The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The ITIL Intermediate Qualification: The Operational support and analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. Target Audience: The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to: IT professionals, Business managers, Business process owners, Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization; IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme; Operational staff involved in event management process, incident management process,request fulfilment process, problem management process, access management process,service desk, technical management, IT operations management and application management and who wish to enhance their role-based capabilities; Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications; Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules; Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. Objectives: This qualification provides a complete management-level overview of Continual service improvement including all its related activities. Be prepared for the ITIL Operational support and analysis examination Prerequisites: Hold the ITIL Foundation V3 Certificate Testing and Certification The Operational support and analysis certificate in IT Service Management. The examination is a 90 minute paper with eight (8) multiple choice, scenario-based, gradient-scored questions normally taken at the end of the course. The pass mark is 28/40. The exam to be charged separately. Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course. Follow-on-Courses: The following courses are recommended for further study: ITIL Complementary Courses - Analyst Series, Service Catalogue ITIL v3 Lifecycle Courses ITIL v3 Capability Courses IOSA training@clclearningafrica.com

11 Content: Introduction to operational support and Request fulfilment: The service desk: analysis: line line line The request fulfilment process inclusive The complete end-to-end process flow for The value to the business of OSA activities of its design strategy, components, the service desk function inclusive of The lifecycle within the OSA context activities, roles and operation including its design strategy, components, activities The scope of OSA processes and functions organizational structure, as well as any and operation, as well as any interfaces Optimizing service operation performance. interfaces with other processes with other processes or lifecycle phases The measurement model and the metrics The service desk validation components Event management: that would be used to support incident and activities (e.g. service desk role, line management within OSA practices organizational structures, challenges, The event management process inclusive of The benefits and business value that can issues safeguards, etc.) and how these its design strategy, components, activities, be gained from request fulfilment as test components are used to ensure roles and operation including its related to OSA service quality within OSA organizational structure, as well as any A measurement model and the metrics interfaces with other processes Problem management: that would be used to support the service Efficient event management and provision of line desk function within OSA practices. examples showing how it is used to ensure The end-to-end process flow for problem service quality within OSA management inclusive of design strategy, Functions: The benefits and business value that can be components, activities, roles and line gained from event management operation including its organizational The end-to-end process flow for OSA structure, as well as any interfaces with functions (i.e. technical management, IT Incident management: other processes operations management, and applications line A measurement model and the metrics management) inclusive of design strategy, The incident management process inclusive that would be used to support problem objectives, components, activities, roles of its design strategy, components, management within OSA practices and operation including it activities, roles and operation including its The benefits and business value that can The benefits and business value that can organizational structure, as well as any be gained from problem management be gained from functions as related to interfaces with other processes OSA. The measurement model and the metrics Access management: that would be used to support incident line Technology and implementation management within OSA practices The end-to-end process flow for access considerations: The benefits and business value that can be management process inclusive of design line gained from incident management strategy, components, activities, roles Technology requirements for service and operation including its organizational management tools and where/how they structure, as well as any interfaces with would be used within OSA for process other processes implementation A measurement model and the metrics What best practices should be used in that would be used to support access order to alleviate challenges and risks management within OSA practices when implementing service management The benefits and business value that can technologies. be gained from access management as related to OSA. Further Information: For More information, or to book your course, please Call/ us on : KENYA - training.kenya@clclearningafrica.com TANZANIA - training.tanzania@clclearningafrica.com UGANDA - training.uganda@clclearningafrica.com RWANDA - training.rwanda@clclearningafrica.com BURUNDI - training.burundi@clclearningafrica.com ETHOPIA - training.ethopia@clclearningafrica.com IOSA training@clclearningafrica.com