ITIL Combined Foundation And Practitioner 6 Days Virtual Live Training in Helsinki

Helsinki - ITIL Combined Foundation And Practitioner 6 Days Virtual Live Training in He...

maanantai 7.10.2019
Mistä 9:00
lauantai 12.10.2019
Aikeissa 17:00
Helsinki
FIHelsinki00100
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Course Description :
The exciting combination of ITIL Foundation and ITIL Practitioner is a complete package for Learning and adopting the core disciplines of the ITIL Best Practice. Both Courses are case-study driven and facilitate strong comprehension of the concepts.
During this 6 day Course, individuals, teams, and organizations learn about the five core disciplines of ITIL: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. The five disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value, improving ROI, and enabling IT to meet specific operational needs. Consequently, the disciplines help address the challenges that arise from IT Service Management (ITSM) improvement initiatives.
Course Outline :
ITIL® Foundation
Module1: Course Introduction

Student and Instructor Introductions
ITIL® Foundation Course
Course Learning Objectives
Course Agenda
ITIL Qualification Scheme
Exercise - The Arora Family

Module2: Service Management as a Practice

Näytä lisää

Best Practices in the Public Domain
ITIL as a Good Practice
Concept of Service
Concept of Service Management
Processes and Functions
The RACI Model
Roles and Responsibilities
Exercise - The Lost Laundry
ModuleSummary
Test Questions for Service Management as a Practice

Module3: Service Lifecycle

The Service Lifecycle
Basic Concepts of Service Strategy
Basic Concepts of Service Design
Basic Concepts of Service Transition
Basic Concepts of Service Operation
Basic Concepts of Continual Service Improvement
Exercise - The New Swimming Pool
ModuleSummary

Module4: Service Strategy

Basic Concepts of Service Strategy
Principles and Models of Service Strategy
Processes of Service Strategy
Service Portfolio Management
Financial Management for IT Services
Business Relationship Management
ModuleSummary
Test Questions for Service Strategy

Module5: Service Design

Basic Concept of Service Design
Principles and Models of Service Design
Service Solutions for New or Changed Services
Management Information Systems and Tools
Technology Architectures and Management Architectures
Processes Required
Measurement Methods and Metrics
Processes of Service Design
Design Coordination
Service Level Management
Service Catalogue Management
Availability Management
Information Security Management
Supplier Management
Capacity Management
IT Service Continuity Management
Exercise - Crossword
ModuleSummary
Test Questions for Service Design

Module6: Service Transition

Change Management
Service Asset and Configuration Management
Release and Deployment Management
Transition Planning and Support
Knowledge Management
Exercise - Crossword
ModuleSummary
Test Questions for Service Transition

Module7: Service Operation

Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Service Operations Functions
The Service Desk Function
The Technical Management Function
The Application Management Function
The IT Operation Management Function
Exercise - Complaint Handling and Service Recovery
ModuleSummary
Test Questions for Service Operation

Module8: Continual Service Improvement

Basic Concepts of CSI
Principles and Models of CSI
CSI Process
Exercise - Crossword
ModuleSummary
Test Questions for Continual Service Improvement

Module9: Technology and Architecture

Service Automation
Competence and Skills for Service Management
Competence and Skills Framework
Training
ModuleSummary
Exam Preparation Guide
Mock Exam

ITIL® Practitioner
Module1: Course Introduction

Course Learning Objectives
Course Agenda
ModuleLearning Objectives
Topics Covered in This Module
Scenario-based Learning
CSI Approach
Guiding Principles
Course Structure
Certification
Get to Know Each Other

Module2: THE JOURNEY

Intent and Context
References
Relevant Glossary Terms
ModuleLearning Objectives
A Message from the CEO
Current Challenges
The CSI Approach: What is the vision? Where are we now?
What is the vision?
Where are we now?
The Assignment
Sources and Inputs
Decision Time!
Debrief
Template: Elevator Pitch
Template: SWOT Analysis
Template: Stakeholder Analysis Worksheet
Template: Orientation Worksheet
Template: CSI Register

Module3: ORGANIZATIONAL CHANGE Management (OCM)

Intent and Context
References
Relevant Glossary Terms
ModuleLearning Objectives
Topics Covered in This Module
Purpose and Approaches
Essentials for Successful Improvement
Implementing a Successful Change
Continual Improvement of OCM

Module4: THE DESIRE

Intent and Context
References
Relevant Glossary Terms
ModuleLearning Objectives
The CSI Approach: Where do we want to be?
Where do we want to be?
Vision to Measurement Trail
Our Goals and Value
Never Lose the Big Picture!
Company Requirements
The Assignment
Sources and Inputs
Presenting the Power of the Story
Debrief
Template: Presentation Worksheet
Template: Stakeholder Worksheet
EJ Airways CSI Register

Module5: COMMUNICATIONS

Intent and Context
References
Relevant Glossary Terms
ModuleLearning Objectives
Topics Covered in This Module
Good Communication
Communication Principles
Communication Techniques
Types of Communication

Module6: THE ROADMAP

Intent and Context
References
Relevant Glossary Terms
ModuleLearning Objectives
The CSI Approach: How do we get there?
How do we get there?
Refresher: Five Major Aspects of Service Design
Refresher: Balanced Scorecard
Mixing Frameworks and Methods
A Message from Lynda, Head of PR
The Assignment
Sources and Inputs
Getting into Character: You are EJ Airways!
A Message from the CEO
Meeting Time
Debrief
Template: Implementation Plan (including RACI and Workshop Checklist)
Template: Meeting Notes
Template: Balanced Scorecard

Module7: METRICS and MEASUREMENTS

Intent and Context
References
Relevant Glossary Terms
ModuleLearning Objectives
Topics Covered in This Module
Metrics and Measurements in CSI
Cascades and Hierarchies
Metrics Categories
Assesments
Reporting

Module8: CHECK, CONTROL, and REDIRECT

Intent and Context
References
Relevant Glossary Terms
ModuleLearning Objectives
The CSI Approach: Did we get there?
Did we get there?
Refresher: DIKW Model
Benefits Realization
Progress Iteratively
The Assignment
Sources and Inputs
Analysis Time
Stop Your Work
Discussion Time
Debrief
Template: Communications Campaign Checklist
Template: Report Worksheet
CSI Register
Template: Benefits Realization Review
Email: Automated Baggage Drop
Email: Baggage Handling System
Email: Internet on Board
Memo: Culture Impacts

Module9: STAY TUNED

Intent and Context
References
Relevant Glossary Terms
ModuleLearning Objectives
The CSI Approach: How do we keep the momentum going?
How do we keep the momentum going?
Resistance Management Plan
Reinforcement with Balanced Diversity
The Assignment
Sources and Inputs
CEO’s State of Mind
Debate Time
Debrief
Template: Resistance Management Plan

Module10: GUIDING Principles

Intent and Context
References
Relevant Glossary Terms
ModuleLearning Objectives
Topics Covered in This Module
The Guiding Principles
Applying the Guiding Principles

Module11: EXAM PREPARATION GUIDE
Target Audience :

IT Management
IT Support Staff
IT Consultants
Business Managers
Business Process Owners
IT Developers
Service Providers
System Integrators

Learning Objectives :

ITIL�� Foundation
Identify the key Principles and concepts of IT Service Management.
Identify the benefits of implementing ITIL in an organization.
Identify the Service Management Processes and how they map to the Service Lifecycle.
Identify the basic concepts and Definitions related to the Service Lifecycle.
Identify the activities and roles involved with the Service Lifecycle.
Identify the relationship of each component of the Service Lifecycle and how they map to other components.
Identify the factors that affect the effectiveness of the Service Lifecycle.
ITIL�� Practitioner
Understand the ITSM concepts that are important drivers of Continual Service Improvement (CSI).
Able to apply the ITSM guidance Principles in a real-world context.
Able to apply the CSI approach to manage improvements in a given organizational context.
Connect and align ITIL with other frameworks, good Practices, and methodologies, such as Lean, DevOps, Agile, and SIAM.
Able to use metrics and measurements to enable continual improvement.
Understand how to communicate effectively to enable CSI.
Able to apply organizational change Management to support continual improvement.

Course Agenda :
Day 1

Introduction
Service Management as a Practice
Service Life cycle
Service Strategy
Service Design

Day 2

Service Design
Service Transition
Service Operation

Day 3

Continual Service Improvement
Technology and Architecture
Exam Preparation Guide
Course Evaluation
Exam (optional)

Day 4

Course Introduction
The Journey
Organizational Change Management (OCM) (Lecture)
The Desire
Communications (Lecture)

Day 5

The Road map
Metrics and Measurements (Lecture)
Check, Control, and Redirect

Day 6

Stay Tuned
Guiding Principles (Lecture)
Exam Preparation Guide and Mock Exam I

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