Lifecycle Management Boot Camp

Description

ITIL 2011 Foundation and Service Lifecycle Boot Camp will prepare you for the foundation as well as all 5 Service Lifecycle exams, which will eventually help students achieve their ITIL Expert level status. The ITIL Qualifications scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL Best Practice, to various degrees of depth and detail.

This is a seven-day boot camp.

Prerequisites

As with any of the Intermediate modules, it is recommended that candidates have exposure to basic concepts in IT and at least two years professional experience working in IT Service Management. The Service Transition qualification would suit Configuration Managers and Change Manager

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor Led (the best training format we offer)
  • Live Online Classroom – Online Instructor Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

Curriculum

Days 1

Service Strategy

Service Portfolio Management
Financial Management for IT Services
Demand Management

Service Design

Design Coordination
Service Catalog Management
Service Level Management
Availability Management
Capacity Management
Service Continuity Management
Information Security Management
Supplier Management

Service Transition

Transition Planning & Support
Change Management
Service Asset & Configuration Management
Release & Deployment Management
Knowledge Management

Service Operations

Service Desk Function
Technical Management Function
Application Management Function
IT Operation Management
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management

Continual Service Improvement

Seven Step Improvement

Roles

Process owner
Process manager
Process practitioner
Service owner

RACI Model

Technology and architecture
Service automation assists and integrating service management processes

Days 2

Introduction to service strategy

The purpose, goals and objectives of service strategy
The scope of service strategy
The value to the business
The context of service strategy in relation to all other lifecycle stages.

Service strategy principles

The ability to decide on a service strategy
How to utilize the four P’s of service strategy
How to define services, create value and leverage the combined use of utility and warranty
How to use service economics and sourcing strategies when meeting business outcomes.

Service strategy processes

The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
The purpose, scope and objectives of each service strategy process and how they link to value for the business.

Governance

The ability to analyze IT governance and use it to set strategy by leveraging governance frameworks, bodies.

Organizing for service strategy

The ability to create an organizational design using the relevant development and departmental methods.

Technology considerations

Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle.

Implementing service strategy

Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes).
Challenges, critical success factors and risks
The ability to provide insight and guidance for strategic challenges, risks and critical success factors

Days 3-4

Introduction to service design

The purpose, goals and objectives of service design
The scope of service design
The business value of service design activities
The context of service design in the ITIL service lifecycle
Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria

Service design principles

Design service solutions related to a customer’s needs
Design and utilize the service portfolio to enhance business value
The measurement systems and metrics
Service design models to accommodate different service solutions

Service design processes

The interaction of service design processes
The flow of service design as it relates to the business and customer
The five design aspects and how they are incorporated into the service design process

Service design technology-related activities

Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability
The design of technical architectures for data and information management, and application management

Organizing for service design

How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles

Technology considerations

Service design related service management tools, where and how they would be used
The benefits and types of tools that support service design

Implementation and improvement of service design

The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
How business impact analysis, service level requirements and risk assessment can affect service design solutions

Day 5

Introduction to continual service improvement

The purpose, objectives and scope of CSI
The value to the business of adopting and implementing CSI
The context of CSI in the ITIL service lifecycle
The approach to CSI, including key interfaces and inputs and outputs

Continual service improvement principles

How the success of CSI depends on understanding change in the organization and having clear accountability
How service level management and knowledge management influence and support CSI
How the complete Deming Cycle works, and how it can be applied to a real world example
How CSI can make effective use of the various aspects of service measurement
What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement

Continual service improvement process

What the seven-step improvement process is, how each step can be applied and the benefits produced
How CSI integrates with the other stages in the ITIL service lifecycle
How other processes play key roles in the seven-step improvement process

Continual service improvement methods and techniques

When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
How to create a return on investment, establish a business case and measure the benefits achieved
How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI

Organizing for continual service improvement

The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization
How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI

Technology considerations

The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting

Implementing continual service improvement

CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change

Challenges, critical success factors and risks

The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
The critical success factors related to CSI as well as how to measure and monitor them

Day 6

Introduction to service operation

The purpose, objectives and scope of service operation
The value to the business
The context of service operation in the ITIL service lifecycle
The fundamental aspects of service operation and the ability to define them.

Service operation principles

How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
Service operation inputs and outputs.

Service operation processes

The use, interaction and value of each of the service operation processes: event management, incident management, request fulfillment, problem management, and access management.

Common service operation activities

How the common activities of service operation are coordinated for the ongoing management of the technology that is used to deliver and support the services
How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
How the operational activities of processes covered in other lifecycle stages contribute to service operation
How IT operations staff should look for opportunities to improve the operational activities.

Organizing for service operation

The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles.

Technology considerations

The generic requirements of technologies that support service management across all lifecycle stages
The specific technology required to support the service operation processes and functions.

Implementation of service operation

Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
Planning and implementing service management technologies within a company.

Challenges, critical success factors and risks

The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.

Day7

Introduction to service transition

The purpose and objectives of service transition
The scope of service transition and ways that service transition adds value to the business
The context of service transition in relation to all other lifecycle stages

Service transition principles

Service transition policies, principles and best practices for service transition
How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition
The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases

Service transition processes
A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases

Managing people through service transitions

How to address and manage the communication and commitment aspects of service transition
How to manage organizational and stakeholder change
How to develop a stakeholder management strategy, map and analyze stakeholders and monitor changes in stakeholder commitment

Organizing for service transition

How the technical and application management functions interface with service transition
The interfaces that exist between service transition and other organizational units (including programmers, projects, service design and suppliers) and the “handover points” required to ensure delivery of new or change services within the agreed schedule
Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles
Why service transition needs service design and service operation, what it uses from them and how

Technology Considerations

Technology requirements that support the service transition stage and its integration into the service lifecycle
Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition

Implementing and improving service transition

The key activities for introducing an integrated service transition approach into an organization
The design, creation, implementation and use of service transition in a virtual or cloud environment

Challenges, critical success factors and risks

Be able to provide insight and guidance for service transition challenges, risks and critical success factors

Enrolled