ITSM Operations Overview

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Course Description

This in-depth, instructor-led training course is a cost-effective and impactful way to introduce an IT operations management and/or support team to the concepts, relationships and benefits of IT Service Management Operations using the ITIL framework. This program can be tailored and integrated to support specific tool implementation walkthroughs or hands-on labs as desired. This course does not attempt to cover all ITIL processes, but focuses on key process areas of general interest to Operations and support teams, and can be customized to any subset of the processes as desired.

Delivery Format: Instructor Led, Live-over-Web, E-Learning Course

Who Should Attend

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Course Length

3 days

Course Outline

Day 1 – ITIL Overview

  • Chapter 1: ITIL and ITSM Scope and Objectives
    • Service Management
    • Intro to Services, Processes, Functions, and Roles
    • Intro to Governance
  • Chapter 2: The Service Lifecycle
    • Continual Service Improvement
    • Service Operation
    • Service Transition
    • Service Design
    • Service Strategy

Day 2 – Service Operation Processes

  • Chapter 3: Incident Management
    • Scope
    • Value to the Business
    • Activities
      • Identification and Logging
      • Categorization
      • Prioritization
      • Diagnosis
      • Escalation (Functional and Hierarchical)
      • Resolution
      • Closure
    • Key Metrics
    • Roles
    • Process Relationships
  • Chapter 4: Event Management
    • Scope
    • Value to the Business
    • Activities
      • Generation and Notification
      • Detection
      • Filtering
      • Significance
      • Correlation
      • Triggers
      • Logging
      • Auto Response
      • Human Intervention
      • Generating Incidents, Problems, or Changes
      • Closure
    • Key Metrics
    • Roles
    • Process Relationships
  • Chapter 5: Problem Management
    • Scope
    • Value to the Business
    • Activities
    • Managing the Problem
      • Identification and Logging
      • Categorization
      • Prioritization
      • Diagnosis
      • Escalation (Functional and Hierarchical)
      • Resolution
      • Closure
    • Managing the Known Error
      • Generating RFCs
      • Documenting Workarounds in the KEDB
    • Major Problem Reviews
    • Key Metrics
    • Roles
    • Process Relationships

Day 3 – Service Transition Processes

  • Chapter 6: Change Management
    • Scope
    • Value to the Business
    • Activities
      • Identification and Logging
      • Types of Change
        • Normal
        • Emergency
        • Standard
      • Impact Assessment
      • Change Advisory Board
      • Decisioning and Change Authorities
      • Change Build
      • Change Coordination (with Release, Testing, and Config)
      • Post Implementation Review
      • Change Closure
    • Key Metrics
    • Roles
    • Process Relationships
  • Chapter 7: Configuration Management
    • Scope
    • Value to the Business
    • Activities
      • Configuration Planning
      • Identification (establishing Attributes and Configuration Models)
      • Control
      • Status Accounting
      • Verification and Audit
    • Key Metrics
    • Roles
    • Process Relationships

Prerequisites

None

Exam

None

Reference Material

Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

Related Courses

Web Based Awareness Training
Instructor-led Foundation Certification
Web-based Foundation Certification

Course Director

Patrick von Schlag
Mr. von Schlag has more than 25 years of real-world experience managing IT and business organizations. He has served as a consultant, facilitator, and instructor in support of more than 200 ITSM program deployments, with a focus on practical benefits. He holds all 11 ITIL 2011 certifications and runs an accredited learning consultancy focused on Making ITIL Work ™ in real organizations. His customer list includes The Walt Disney Company, Microsoft, Nike, Sears, US Marine Corps, US Army, US Air Force, 2nd and 5th Fleet US Navy, DISA, IRS, Federal Reserve, The Hartford, Citigroup, Amgen, Los Angeles County, Port of Long Beach, GDIT, Accenture, Serco, Deloitte, and hundreds of other market-leading companies.

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