ITIL Service Management Essentials Version 3 v3.0

This course is for IT Managers and Practitioners involved in the strategy, design, and implementation and on going delivery of business-used IT services and who require an insight into Service Management best practice.

• Understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations.

• To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
• To prepare delegates for the ITIL Foundation Certificate in IT Service Management examination

Introduction to Service Management

• The importance of Service Management
• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice

The Service Lifecycle

• The objectives and business value for each phase of the lifecycle
• The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:- Service Strategy- Service Design- Service Transition- Service Operation- Continual Service Improvement

Key Principles and models of ITSM

• The types of service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model

The Processes and Functions

• Define the characteristics of a process
• The objectives, business value, basic concepts, roles and interfaces of:- Service Portfolio Management- Service Level Management- Incident Management- Change Management

• The objectives and basic concepts of:- Demand Management- Financial Management- Service Catalogue Management- Availability Management- Capacity Management- Supplier Management- Information Security Management- IT Service Continuity Management- Service Asset and Configuration Management- Release and Deployment Management- Event Management- Problem Management- Request Fulfilment- Access Management- The 7 step improvement process
• Explanation of the functions:- Service Desk, Application Management, Operations Management, Technical Management
• Organisation structure and key roles- Using the RACI model
• Technology and Architecture- Generic requirement for an integrated set of ITSM technology

The following courses are recommended for further study:

• New courses to be released between July and December