ITIL

Foundation Certificate Program - LEAN IT

Course Outline

 

  1. Lean Principles are concerned with:
    • Increasing customer value
    • Eliminating waste (work that does not add value)
    • Management as a facilitator
    • The involvement of all employees
    • Continual improvement
    • Preserving value with less work.
    • Many organizations have adopted Lean IT in order to increase customer satisfaction and to achieve greater strategic and financial value.
  2. By the end of the course students will:
    • Be familiar with and have knowledge of the basic concepts of Lean and its core principles
    • Be acquainted with the use of several Lean IT analysis tools
    • Have an insight into what Lean IT can mean for an organization
    • Have an understanding of the application of the Lean philosophy in an IT environment
    • Be able to apply the principles of Lean IT practices under the guidance of a Lean expert.

Duration: 16 Hours
Course Fee: INR. 25,000 + Tax


ITIL 2011 Intermediate Qualification: Service Operation

Course Outline

 

  1. 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.
  2. 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.
  3. Service operation processes
    • The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management.
  4. Common service operation activities
    • How the common activities of service operation are co-ordinated 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.
  5. 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.
  6. 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.
  7. 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.
  8. 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.

 
Duration: 24 Hours
Course Fee: INR. 40,000 + tax


ITIL Continual Service Improvement

Course Outline

 

  1. Day 1
    • Introduction
    • CSI Principles
    • CSI Process
    • Lunch
    • CSI Process
    • CSI Methods and Techniques
    • Homework
  2. Day 2
    • CSI Methods and Techniques
    • Organization for CSI
    • Technology considerations
    • Implementation of CSI
    • Lunch
    • Critical Success Factors and Risks

 
Duration: 24 Hours
Course Fee: INR. 40,000 + Tax


ITIL Intermediate Qualification: Operational Support and Analysis

Course Outline

 

  1. Introduction to operational support and analysis
    ITIL

    • The value to the business of OSA activities
    • The lifecycle within the OSA context
    • The scope of OSA processes and functions
    • Optimizing service operation performance.
  2. Event management
    • The event management process inclusive of its design strategy, components, activities, roles and
  3. operation including its organizational structure, as well as any interfaces with other processes
    • Efficient event management and provision of examples showing how it is used to ensure service
  4. quality within OSA
    • The benefits and business value that can be gained from event management.
  5. Incident management
    • The incident management process inclusive of its design strategy, components, activities, roles
  6. and operation including its organizational structure, as well as any interfaces with other processes
    • The measurement model and the metrics that would be used to support incident management
  7. within OSA practices
    • The benefits and business value that can be gained from incident management.
  8. Request fulfilment
    • The request fulfilment process inclusive of its design strategy, components, activities, roles and
  9. operation including its organizational structure, as well as any interfaces with other processes
    • The measurement model and the metrics that would be used to support incident management
  10. within OSA practices
    • The benefits and business value that can be gained from request fulfilment as related to OSA.
  11. Problem management
    • The end-to-end process flow for problem management inclusive of design strategy, components,
  12. activities, roles and operation including its organizational structure, as well as any interfaces with
  13. other processes
    • A measurement model and the metrics that would be used to support problem management within
  14. OSA practices
    • The benefits and business value that can be gained from problem management.
  15. Access management
    • The end-to-end process flow for access management process inclusive of design strategy,
  16. components, activities, roles and operation including its organizational structure, as well as any
  17. interfaces with other processes
    • A measurement model and the metrics that would be used to support access management within
  18. OSA practices
    • The benefits and business value that can be gained from access management as related to OSA.
  19. The service desk
    • The complete end-to-end process flow for the service desk function inclusive of design strategy,
  20. components, activities and operation, as well as any interfaces with other processes or lifecycle
  21. phases
    • The service desk validation components and activities (e.g. service desk role, organizational
  22. structures, challenges, issues safeguards, etc.) and how these test components are used to
  23. ensure service quality within OSA
    • A measurement model and the metrics that would be used to support the service desk function
  24. within OSA practices.
  25. Functions
    • The end-to-end process flow for OSA functions (i.e. technical management, IT operations
  26. management, and applications management) inclusive of design strategy, objectives, components,
  27. activities, roles and operation including its organizational structure, as well as any interfaces with
  28. other processes
    • The benefits and business value that can be gained from functions as related to OSA.
  29. Technology and implementation considerations
    • Technology requirements for service management tools and where/how they would be used within
  30. OSA for process implementation
    • What best practices should be used in order to alleviate challenges and risks when implementing
  31. service management technologies.

 
Duration: 40 Hours
Course Fee: INR. 60,000 + tax


ITIL ITSM 2011 Foundation Certification

Course Outline

 

  1. Service Strategy
    • Service Portfolio Management
    • Financial Management for IT Services
    • Demand Management
  2. Service Design
    • Design Coordination
    • Service Catalog Management
    • Service Level Management
    • Availability Management
    • Capacity Management
    • Service Continuity Management
    • Information Security Management
    • Supplier Management
  3. Service Transition
    • Transition Planning & Support
    • Change Management
    • Service Asset & Configuration Management
    • Release & Deployment Management
    • Knowledge Management
  4. Service Operations
    • Service Desk Function
    • Technical Management Function
    • Application Management Function
    • IT Operation Management
    • Event Management
    • Incident Management
    • Problem Management
    • Request Fulfillment
    • Access Management
  5. Continual service improvement
    • Continual service improvement approach
    • Understand the role of measurement for continual service improvement and explain the following key elements
    • Relationship between critical success factors (CSF) and key performance indicators (KPI)
    • Baselines
    • Types of metrics (technology metrics, process metrics, service metrics)
  6. Functions
    • The service desk function
    • The technical management function
    • The application management function with application development
    • The IT operations management function
  7. Roles
    • Process owner
    • Process manager
    • Process practitioner
    • Service owner
    • RACI Model
  8. Technology and architecture
    • Service automation assists and integrating service management processes

 
Duration: 24 Hours
Course Fee: INR. 40,000 + tax


ITIL Managing Across the Lifecycle

Course Outline

 

  1. Pre-Class Reading and Preparation
    • Kick-off conference call
    • Instructor outlines expectations
    • Unit 1. Introduction Managing Services Across Lifecycle
    • self study eLearning
    • self assessment quizzes
    • Unit 2. Strategic Assessment
    • scenario review
    • individual assignment
    • send response to instructor
    • Unit 3. Organizational Challenges, Critical Success Factors and Risks
    • scenario review
    • individual assignment
    • send response to instructor
    • Unit 4. ITSM Implementation Plan
    • scenario review
    • individual assignment
    • send response to instructor
  2. Day 1 – Highly Interactive Classroom Learning
    • Group Discussion and Review of assignments for Unit 2, 3, and 4
    • Feedback provided by Instructor on Unit 2, 3, and 4
    • LUNCH
    • Unit 5. Business Case
    • Briefing on assignment
    • Group work
    • Presentation of results
  3. Day 2 – Highly Interactive Classroom Learning
    • Unit 5. Business Case
    • Review of the results
    • Unit 6. Managing Strategic Change
    • Briefing on assignment
    • Group work
    • LUNCH
    • Unit 6. Managing Strategic Change
    • Presentation of results
    • Review of the results
    • Discuss Case Study
  4. Post-Class Reading and Exam Preparation
    • Exam Preparation
    • Review of eLearning material
    • Exam preparation

Duration: 40 Hours
Course Fee: INR. 75,000 + Tax


ITIL Service Design

Course Outline

 

  1. Day 1
    • Introduction
    • Service Design Principles
    • Lunch
    • Service Design Processes
    • Homework
  2. Day 2
    • Service Design Technology Related Activities
    • Organizing for Service Design
    • Lunch
    • Consideration of Technology
    • Implementation and improvement of Service Design

Duration: 24 Hours
Course Fee: INR. 40,000 + Tax


ITIL Service Transition

Course Outline

 

  1. Day 1
    • Introduction
    • Service Transition Principles
    • Service Transition Processes – Part 1
    • Lunch
    • Service Transition Processes – Part 2
    • Service Transition Processes – Part 3
    • Homework (Review of the Day–s Materials)
  2. Day 2
    • Managing People Through Service Transition
    • Organizing for Service Transition
    • Technology Considerations
    • Lunch
    • Implementing and Improving Service Transition
    • Challenges, CSFs and Risks

Duration: 24 Hours
Course Fee: INR. 40,000 + tax


ITIL® Intermediate Qualification: Planning, Protection and Optimization

Course Outline

 

  1. Introduction to planning, protection and optimization
    • The value to the business of PPO activities
    • The lifecycle within the PPO context
    • The purpose and objective of service design as it relates to PPO
    • The basic service design principles
  2. Capacity management
    • The end-to-end process flow for capacity management, including its design strategy, components,
  3. activities, roles and operation, organizational structure and its interfaces with other processes
    • A measurement model and the metrics that would be used to support capacity management within
  4. PPO practices
    • The benefits and business value that can be gained from capacity management
  5. Availability management
    • The end-to-end process flow for availability management, including its design strategy,
  6. components, activities, roles and operation, organizational structure and its interfaces with other
  7. processes
    • The benefits and business value that can be gained from availability management
    • A measurement model and the metrics that would be used to support availability management
  8. within PPO practices
  9. IT service continuity management (ITSCM)
    • The end-to-end process flow for ITSCM, including its design strategy, components, activities, roles
  10. and operation, organizational structure and its interfaces with other processes
    • The four stages of ITSCM (i.e. initiation, requirements and strategy, implementation and on-going
  11. operation) and how each can be used to support PPO
    • A measurement model and the metrics used to support ITSCM within PPO practices
    • The benefits and business value that can be gained from ITSCM
  12. Information security management
    • The end-to-end process flow for security management , including its design strategy, components,
  13. activities, roles and operation, its organizational structure and its interfaces with other processes
    • A measurement model and the metrics that would be used to support security management within
  14. PPO practices
    • The benefits and business value that can be gained from security management
  15. Demand management
    • The end-to-end process flow for demand management, including its design strategy, components,
  16. activities, roles and operation, organizational structure and its interfaces with other processes
    • Activity-based demand management as it relates to business and user activity patterns and how
  17. these contribute to core and service packages
    • The benefits and business value that can be gained from demand management in support of PPO
  18. Planning, protection and optimization roles and responsibilities
    • The roles and responsibilities related to capacity, availability, ITSCM and information security
  19. management, how they fit and are used within the service design organization to support PPO.
  20. Technology and implementation considerations
    • Service management tools, where and how they can be used within PPO for process
  21. implementation
    • The types of tools that support service design as related to PPO.
    • What best practices should be used in order to alleviate challenges and risks when implementing
  22. service management technologies and designing technology architectures.

Duration: 40 Hours
Course Fee: INR. 60,000 + tax


ITIL® Intermediate Qualification: Release, Control and Validation

Course Outline

 

  1. Introduction to release, control and validation (RCV)
    • The purpose, objectives and scope of service transition lifecycle phase
    • The RCV processes in relation to service transition
    • Activities related to overall transition planning and ongoing support
  2. Change management
    • The end-to-end process flow for change management , including its policies, design strategy, concepts, activities, and interfaces with other processes
    • A measurement model and the metrics that would be used to support change management within RCV practices
    • The benefits and business value that can be gained from change management and the challenges and risks to be managed
  3. Service asset and configuration management (SACM)
    • The end-to-end process flow for service asset and configuration management, including its policies, design strategy, concepts, activities and interfaces with other processes
    • A measurement model and the metrics that would be used to support service asset and configuration management within RCV practices
    • The benefits and business value that can be gained from service asset and configuration management and the challenges and risks to be managed
  4. Service validation and testing (SVT)
    • The end-to-end process flow for the SVT process, including its policies, concepts, activities and interfaces with other processes
    • Test modeling techniques and testing concepts (for example, stakeholder requirements, test conditions, environments, data) and how these test components are used to ensure service quality
    • A measurement model and the metrics that would be used to support service validation and testing within RCV practices
    • The benefits and business value that can be gained from SVT and the challenges and risks to be managed
  5. Release and deployment management (RDM)
    • The end-to-end process flow for release and deployment management , including its policies, concepts, phases, activities and interfaces with other processes
    • Release and deployment models and related activities (for example, design, planning, build, pilots, test, transfer, deployment, retirement). and how these activities ensure service quality
    • A measurement model and the metrics that would be used to support release and deployment management within RCV practices
    • The benefits and business value that can be gained from release and deployment management

Duration: 40 Hours
Course Fee: INR. 60,000 + tax


ITIL® Intermediate Qualification: Service Offerings and Agreements

Course Outline

 

  1. Introduction to service offerings and agreements (SOA)
    1. The value to the business of SOA activities
    2. The lifecycle within the SOA context
    3. How services deliver value to customers and the business and the relevance to the SOA processes
    4. How requirements are identified through the SOA processes
    5. Understanding return on investment (ROI) and the business case
  2. Service portfolio management
    1. Service portfolio management, including concepts, methods, activities, roles and operation as well as
  3. its organizational structure and the interfaces with other processes
    1. Service portfolio management in relationship to the service catalogue and service pipeline and how
  4. these support SOA
    1. Metrics and critical success factors (CSFs) associated with service portfolio management in support
  5. of SOA
  6. Service catalogue management
    1. Service catalogue management, including its concepts, activities, roles and operation as well as its
  7. organizational structure and the interfaces with other processes
    1. Service catalogue in relationship to the service portfolio, the business catalogue, the technical
  8. service catalogue and how these components are used to ensure service quality within SOA
    1. Metrics and CSFs associated with service catalogue management in support of SOA
  9. Service level management
    1. Service level management (SLM), including its concepts, activities, roles and operation as well as its
  10. organizational structure and any interfaces with other processes
    1. SLM components and activities, including service level agreements (SLAs) structures, service level
  11. requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs),
  12. their metrics, performance and monitoring
    1. How these components are used to ensure service quality within SOA
  13. Demand management
    1. Demand management process, including its concepts, activities, roles and operation as well as its
  14. organizational structure and any interfaces with other processes
    1. Demand for services especially in relation to patterns of business activity and how it is used within
  15. SOA
    1. Service portfolio interaction with demand management and how demand can be managed for
  16. service in relation to providing business benefits and in support of SOA
    1. Metrics and CSFs associated with demand management in support of SOA
  17. Supplier management
    1. Supplier management process inclusive of its concepts, activities, roles and operation including its
  18. organizational structure as well as any interfaces with other processes
    1. Supplier management components and activities (for example supplier categorization, supplier
  19. evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure
  20. service quality within SOA
  21. Financial Management for IT services
    1. Financial management for IT services, including its concepts, activities, roles and operation as well
  22. as its organizational structure and any interfaces with other processes
    1. Financial management for IT services components and activities, including budgeting, accounting
  23. and charging and how these are used to ensure service quality within SOA
    1. Metrics and CSFs associated with financial management for IT services in support of SOA
  24. Business relationship management
    1. Business relationship management, including its concepts, activities, roles and operation as well as
  25. its organizational structure and any interfaces with other processes
    1. Metrics and CSFs associated with business relationship management in support of SOA
  26. SOA roles and responsibilities
    1. The roles and responsibilities related to all of the SOA processes
  27. Technology and implementation considerations
    1. Service management tools and where/how they would be used within SOA for process
  28. implementation
    1. The tools that support SOA
    2. What best practices should be used in order to alleviate challenges and risks when implementing
  29. Service Management technologies and designing technology architectures

Duration: 40 Hours
Course Fee: INR. 60,000 + tax