Meetings Stub Page [mx-stub]
ITIL® High Level Overview
Course Outline
What is ITIL?
Overview of the Library and Complimentary Guidance
· Why ITIL is successful
o Characteristics
o Focus on organizational outcomes
· Concept of Best Practice
o The genesis of ITIL
o Influences over Service mgmt.
· What is Service Management
o What is IT Service Management
o Compare and contrast the two
o Discussion of the importance of integration
· Define and discuss the term Service
o Why it is relevant.
o Types of service
· Introduction of Processes, Functions, and Roles
o Definition of terms
o Opening discussion on governance and organization
· Characteristics of a Process
o Process Models
Benefits of Service Management
Service Strategy
· Purpose and Objectives
· Value to Organization
· Quantifying Value
· Processes
o How Processes Interact
Service Design
· Purpose and Objectives
· Scope
o Four P’s
o Five Aspects
· Value to Organization
· Processes
o Interaction w/in SD as well as ST
Service Transition
· Purpose and Objectives
· Scope
· Value to Organization
o Principles
· Processes
o Interaction w/in ST as well as SS, SD, and SO
- SKMS
· Enabling better decision making
Service Operation
· Purpose and Objectives
· Scope
· Value to the Organization
o Communication
· Processes
o Emphasis on Incident and Problem Mgmt
· Functions
o Emphasis on Service Desk
o Benefits of Service Desk
o (Potential for highlighting Jira)
· Interactions with the rest of the lifecycle
· Interactions with Customers
Continual Service Improvement
· Purpose and Objectives
· Scope
o Across the lifecycle
· Value to the Organization
· CSI Model
· 7 Step Improvement Process
· Measurements
o CSFs
o KPIs