Overview
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Learn how to put the seven key ITIL® Foundation concepts into practice. This course shows how to apply concepts such as the service management lifecycle to real-world IT scenarios.
Syllabus
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Introduction
- Welcome
- What you should know
- Services and service management
- The service lifecycle
- Service management terminology, principles, and models
- Service management processes and functions
- Service management roles
- Service management technology and architecture
- Applying ITIL doesn't have to be this way
- The Seven Ways: Service management applications
- The Seven Ways: A service management manifesto
- Enact and enable outcomes
- Enlighten and empower people
- Lower barriers, increase enablers
- Improve moments of truth
- Bringing the first four ways together
- Root out variation and dependency
- Lower transaction costs
- Reflect and act as individuals, teams, and organizations
- Now that we've covered our approach, let's start applying
- Services and service management
- Service management lifecycle
- Service management terminology
- Service management processes
- Service management functions
- Service management roles
- Service management technology and architecture
- Services and stakeholders
- Services and business services
- Value perception and stakeholder relations
- Hiding the specifics of costs and risks
- Internal and external services, customers, and users
- Core, enabling, option, and enhancing services
- Service assets
- Service parts
- Service features, qualities, and telemetry
- Service management capabilities
- Service portfolio
- Service catalog
- Utility and warranty = Value
- Variation, dependencies, and service degradation
- SLAs, OLAs, and UCs
- Service strategy
- Service design
- Service transition
- Service operation
- Continual service improvement (CSI)
- Why shared terminology is important
- Service management terminology and key principles and models
- Overall and next-level-down understanding
- A hunting we shall go
- Do something with it
- Where does it hurt?
- Key principles and models
- Value creation through services
- People, process, products, and partners
- Five aspects of service design
- CSI approach
- CSFs and KPIs
- Baselines
- Technology, process, and service metrics
- Service management processes
- Service strategy
- Service design
- Service transition
- Service operation
- CSI approach
- Service desk, application, technology, and IT operations management
- Service desk
- Technical management
- IT operations management
- Application management
- Service management roles
- Process owner and process manager
- Service owner
- RACI: Responsible and accountable
- RACI: Consulted and informed
- Service management technology and architecture
- Scope of automation
- Tooling
- Reduce variation by simplification and automation
- Service analytics
- Event management techniques
- Next steps
- Additional resources
