ITIL V3 & ITIL 4 Certifications

Module 00: Course Introduction: ITIL® 2011: Foundation

Module 01: Exam Tips

• Understanding the exam process
• Exam questions and grading
• Taking the exam
• Using the practice exams

Module 02: Introduction to the Service Lifecycle

• What is ITIL®?
• ITIL Logistics
• The Service Lifecycle
• Lifecycle Phases

Module 03: Service Management as a Practice

• Where is IT now?
• What is a service?
• What is Service Management?
• All about Value

Module 04: Service Management as a Practice Part 2

• Key Elements
  • 4 Ps of Service Design
  • ITSM Roles
  • Governance
• Supporting ITSM Frameworks
• ISO/IEC 20000

Module 05: Key Principles, Models and Concepts Part 1

• What is a process?
• Process Characteristics
• Functions

Module 06: Key Principles, Models and Concepts Part 2

• ITSM Roles
  • Process Owner
  • Process Manager
  • Process Practitioner
  • Service Owner
• RACI diagrams

Module 07: Key Principles, Models and Concepts Part 3

• Risk
• Business Case
• Communication
• Service Portfolio Components
  • Pipeline
  • Catalog
  • Retired Services
• Prioritization

Module 08: Lifecycle Phases Part 1

• Service Strategy (SS)
  • Overview (Purpose, Processes, Scope, Key Concepts)
  • Value Creation
  • Value to the Business

Module 09: Lifecycle Phases Part 2

• Service Design (SD)
  • Overview (Purpose, Processes, Scope, Key Concepts)
  • Five Aspects of Service Design
  • Service Design Package (SDP)
  • Value to the Business

Module 10: Lifecycle Phases Part 3

• Service Transition (ST)
  • Overview (Purpose, Processes, Scope, Key Concepts)
  • Service Knowledge Management System (SKMS)
  • Value to the Business

Module 11: Lifecycle Phases Part 4

• Service Operation (SO)
  • Overview (Purpose, Processes, Scope, Key Concepts)
  • Value to the Business

Module 12: Lifecycle Phases Part 5

• Continual Service Improvement (CSI)
  • Overview (Purpose, Processes, Scope, Key Concepts)
  • Measures and Metrics
  • CSI Register
  • Improvement Models
  • Value to the Business
• How the phases fit together

Module 13: Lifecycle Processes Part 1

• What you need to know from Service Strategy
• Service Portfolio Management (SPM)
  • Portfolio, Pipeline, Catalog, Retired Services
• Financial Management (FM)
• Budgeting, Accounting and Charging
• Relationship to SLM
• Business Relationship Management (BRM)

Module 14: Lifecycle Processes Part 2

• What you need to know from Service Design
• Design Coordination (DC)
• Service Catalog Management (SCatM)
  • 2- and 3-view Catalog

Module 15: Lifecycle Processes Part 3

• Service Level Management (SLM)
• Purpose, Objective, Scope, Value to the Business
• Key Concepts, Process Activities
  • Service Level Agreement (SLA)
  • Operational Level Agreement (OLA)
  • Relationship to BRM
• Interfaces

Module 16: Lifecycle Processes Part 4

• Availability Management (AM)
  • AARMSS, AMIS, Availability Plan
• Capacity Management (CapM)
• Business Capacity Management, Service Capacity Management, Component Capacity Management
• CMIS, Capacity Plan

Module 17: Lifecycle Processes Part 5

• IT Service Continuity Management (ITSCM)
  • Business Impact Analysis (BIA)
• Information Security Management (ISM)
• Confidentiality, Integrity, Availability (CIA)
• ISMS, SMIS
• Supplier and Contract Management Information System (SCMIS)
• Supplier Categorization
• Supplier Management

Module 18: Lifecycle Processes Part 6

• What you need to know from Service Transition
• Transition Planning and Support (TPS)
• Service Asset and Configuration Management (SACM)
  • Configuration Management System (CMS)
  • Definitive Media Library (DML)

Module 19: Lifecycle Processes Part 7

• Change Management (ChM)
• Purpose, Objective, Scope, Value to the Business
• Key Concepts, Process Activities
  • Types of Change
  • Request for Change (RFC)
  • Change Advisory Board (CAB)
• Interfaces

Module 20: Lifecycle Processes Part 8

• Release and Deployment Management (RDM)
  • Phases of a Release
• Knowledge Management (KM)
• SKMS

Module 21: Lifecycle Processes Part 9

• What you need to know from Service Operation
• Event Management (EM)
  • Types of events
• Request Fulfillment (RF)
• Standard Changes
• Rights Management
• Access Management (AccM)

Module 22: Lifecycle Processes Part 10

• Incident Management (IM)
• Purpose, Objective, Scope, Value to the Business
• Key Concepts, Process Activities
  • Definitions, Timescales, Major Incidents, Status Tracking
  • Relationship to Problem Management
  • Incident Models
• Interfaces

Module 23: Lifecycle Processes Part 11

• Problem Management (PM)
• Purpose, Objective, Scope, Value to the Business
• Key Concepts, Process Activities
  • Definitions, Timescales, Major Problems
  • Relationship to Incident Management
  • Problem Models
• Interfaces

Module 24: Lifecycle Processes Part 12

• What you need to know from CSI
• 7-Step Improvement Process (7S)
  • The Steps
  • Relationship to other Improvement Models

Module 25: Service Management Functions Part 1

• Overview of the Functions
• Service Desk
  • Purpose
  • Organizational Structures

Module 26: Service Management Functions Part 2

• Technical Management
  • Role & Objectives
• IT Operational Management
• IT Operational Control
• Facilities Management
• Role and Objectives
• Application Management
• Relationship to Application Development

None

Module 00: Course Introduction: ITIL® 2011: Practitioner

• The Nature of the Class
  • Lecture to Exercise Ratio
• Available Resources

Module 01: Exam Tips

• Understanding the Exam Process
• Exam Questions and Grading
• Taking the Exam
• Using the Practice Exams

Module 02: Introduction

• Read Chapter 1 of ITIL® Practitioner Guidance
• Key Terms:
  • Adopt & Adapt; Service; Service Provider; Customer; Value; Value Network
  • Effective; Efficient; VOCR; Service Management
• Exercise 1: CruiseAlong Cars: The Enterprise
• Exercise 2: CruiseAlong Cars Services
• Exercise 3: CruiseAlong Cars Current Issues

Module 03: Solutions to Exercises 1-3

• One Possible Solution to:
  • Relationship Diagram & Stakeholder Analysis
  • Service Map
  • Current Issues
• Be Sure to Download the Practitioner Exercise Solutions

Module 04: Guiding Principles

• Read Chapter 2 of ITIL® Practitioner Guidance
• The Nine Guiding Principles
  • Focus on Value; Design for Experience; Start Where You Are; Work Holistically; Progress Iteratively; Observe Direction; Be Transparent; Collaborate; Keep It Simple
• Exercise 4: CruiseAlong Cars: Addressing the Issues

Module 05: Solutions to Exercise 4

• One Possible Solution to:
  • Addressing the Issues and the Application of the Guiding Principles
• Be Sure to Download the Practitioner Exercise Solutions

Module 06: The CSI Approach

• Read Chapter 3 of ITIL® Practitioner Guidance
• The CSI Approach and its Outputs
  • What is the vision?
  • Where are we now?
  • Where do we want to be?
  • How do we get there?
  • Did we get there?
  • How do we keep the momentum going?
• The Resources
• Exercise 5: CruiseAlong Cars: Initial Improvements

Module 07: Solutions to Exercise 5

• One Possible Solution to:
  • Initial Improvements Using the CSI Approach
• Be Sure to Download the Practitioner Exercise Solutions

Module 08: Metrics & Measurements

• Read Chapter 4 of ITIL® Practitioner Guidance
• Key concepts
• Purpose of Metrics
• Creating Business-relevant metrics
• Stakeholder needs
• Exercise 6: CruiseAlong Cars: CSFs/KPIs

Module 09: Solutions to Exercise 6

• One Possible Solution to:
  • CSF/KPI development
• Be Sure to Download the Practitioner Exercise Solutions

Module 10: Communication

• Communication Benefits
• Best Practice Communication Principles
• Communication Plan
• Exercise 7: CruiseAlong Cars: Communication Needs

Module 11: Solutions to Exercise 7 

• One Possible Solution to:
  • Defining Critical Communication Points
• Be Sure to Download the Practitioner Exercise Solutions

Module 12: Organizational Change Management

• Managing Stakeholders
• IT Stakeholders
• Human Response to Change
• Exercise 8: CruiseAlong Cars: Managing Resistance to Change

Module 13: Solutions to Exercise 8

• One Possible Solution to:
  • Applying Techniques to Manage Resistance to Change
• Be Sure to Download the Practitioner Exercise Solutions

It is highly recommended that students have completed the ITIL Foundation certificate (ITIl 4, V3 2011 or 2007 version or the v2 Certificate with the Foundation Bridge)

While not an official prerequisite, we strongly recommend the candidate have 1-2 years of practical experience and/or one or more ITIL Intermediate certificates. The reason is this: there is an assumed contextual understanding of Service Management – beyond the Foundation level—in the course. There is a strong element of ‘doing’ in this course (80% of the course time is in practical exercises); applying the discussed concepts as well as personal knowledge of Service Management to address the exercise (and exam) requirements. Without that personal history, we find most participants will need to spend additional time with the course concepts to be successful.

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

• Components of the Service Lifecycle
• What is a Service?
• What Comprises Value?
• What is Service Management?
• Processes
• Generic Roles

Module 03: Service Management as a Practice Part 2

• Purpose & Objectives of Service Strategy
• Value to the Business
• Service Strategy Inputs/Outputs
• SS Challenges, Risks, CSFs

Module 04: Exercise: ITSM and Failure

Module 05: Strategy and Services

• Deciding a Strategy
• Four Ps of Strategy

Module 06:  Services and Value

• Service Breakdown
• Value
• Utility & Warranty

Module 07: Customers and Service Providers

• Customer & Service Assets
• Service Providers

Module 08: Defining Services

• Steps to Define Services
• Strategies for Customer Satisfaction
• KANO model

Module 09: Service Economics

• ROI
• The Business Case
• Business Impact Analysis (BIA)

Module 10: Sourcing Strategies

• Sourcing Structures
• Outsourcing
• Sourcing Governance

Module 11: Strategy Management for IT Services (StM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Activities

Module 12: Strategy Management for IT Services (StM) Part 2

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks

Module 13: Service Portfolio Management (SPM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts Part 1

Module 14: Service Portfolio Management (SPM) Part 2

• Policies/Principles/Basic Concepts Part 2
• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks

Module 15: Financial Management (FM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 16: Financial Management (FM) Part 2

• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Exercise: Cost Model for Desktop Deployment

Module 17: Demand Management (DM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Activities

Module 18: Demand Management (DM) Part 2

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks

Module 19: Business Relationship Management (BRM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 20: Business Relationship Management (BRM) Part 2

• Activities
• Roles Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Exercise: Melchester PBAs/UPs

Module 21: Governance & Organizations Part 1

•  Governance Basics
•  Governance Framework
•  Service Strategy & Governance

Module 22: Governance & Organizations Part 2

• Organizational Development
• Organizational Departmentalization
• Organizational Design

Module 23: Implementation & Technology Part 1

• Implementing Service Strategy
• Strategy Implementation via the Lifecycle
• Strategy Impact on Lifecycle Phases

Module 24: Implementation & Technology Part 2

• Service Automation
• Service Interfaces

ITIL® Foundations training is recommended prior to learning about Service Strategy.  It is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy publication.

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

• Components of the Service Lifecycle
• What is a Service?
• What Comprises Value?
• What is Service Management?
• A Process
• Generic Roles

Module 03: Service Management as a Practice Part 2

• Purpose & Objectives of Service Transition
• Scope of Service Transition
• Value to the Business
• ST Inputs & Outputs
• ST Challenges, Risks, CSFs
• Key Concepts for Service Transition

Module 04: Exercise: ITSM and Failure

Module 05: Service Transition (ST) Policies

• Review
• Policies for Service Transition

Module 06: Managing ST

• Managing Difficult Situations
• Optimizing ST Performance
• Technology Specific to Service Transition
• Exercise: Writing Policy Statements

Module 07: Transition Planning & Support (TPS) Part 1

• Overview
• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview

Module 08: Transition Planning & Support (TPS) Part 2

• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles

Module 09: Change Management (ChM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 10: Change Management (ChM) Part 2

• Process Overview
• Triggers, Inputs/Outputs & Interfaces
• Common Metrics
• Challenges & Risk
• Process Roles

Module 11: Service Asset & Configuration Management (SACM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 12: Service Asset & Configuration Management (SACM) Part 2

• Process Overview
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles

Module 13: Release & Deployment Management (RDM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 14: Release & Deployment Management (RDM) Part 2

• Process Overview
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles
• Exercise: Early Life Support Criteria

Module 15: Service Validation & Testing (SVT) Purpose and Objectives

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 16: SVT Testing

• Test strategy
• Test model
• Types of Testing

Module 17: SVT Process

• Process Activities
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles

Module 18: Change Evaluation (ChE)

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles

Module 19: Knowledge Management (KM)

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles

Module 20: Managing People through Service Transitions Part 1

• Managing Communication
• Organizational & Stakeholder Change
• STs Role in Organizational Change

Module 21: Managing People through Service Transitions Part 2

• Assessing Organizational Readiness
• How to deal with Change
• Stakeholder Management

Module 22: Organizing, Implementing & Improving Service Transition

• Organizing for Transition
• Generic ST Roles
• ST Relationship with Lifecycle Phases
• Implementing Service Transition
• Summary

ITIL® Foundations is recommended prior to learning abount Service Transition.  Getting the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition publication is highly recommended.

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

•Topic One: Components of the Service Lifecycle
•Topic Two: What is a Service?
•Topic Three: What Comprises Value?
•Topic Four: What is Service Management?
•A Process
•A Function
•Generic Roles

Module 03: Service Management as a Practice Part 2

•Purpose and Objectives of Service Design
•Scope of Service Design
•Generic SD Roles
•Service Design – Value to the Business
•SD Inputs and Outputs
•SD Challenges, Critical Success Factors, and Risks
•Key Concepts for Service Design

Module 04: Exercise: ITSM and Failure

Module 05: Service Design Principles Part 1

•Overview
•Balanced Design
•Service & Business Requirements
•Design Activities & Constraints

Module 06: Design Aspects Part 1

•The 5 Aspects of Service Design
•Designing Service Solutions
•Designing the Management Information Systems
•Designing the Technology and Architecture

Module 07: Design Aspects Part 2

•Designing Processes
•RACI Diagram
•Designing Measurement Systems and Metrics

Module 08: Design Aspects Part 3

•Service Oriented Architecture (SOA)
•Service Design Models
•Exercise: Designing Service Acceptance Criteria

Module 09: Design Coordination (DC)

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview
•Roles
•Triggers, Inputs/Outputs, Interfaces
•Metrics

Module 10: Service Catalog Management (SCatM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 11: Service Catalog Management (SCatM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 12: Service Level Management (SLM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 13: Service Level Management (SLM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics
•Sample Service Catalog Entry
•Sample SLA
•Sample OLA

Module 14: Availability Management (AM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview

Module 15: Availability Management (AM) Part 2

•Process Activities
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 16: Capacity Management (CapM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 17: Capacity Management (CapM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 18: IT Service Continuity Management (ITSCM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 19: IT Service Continuity Management (ITSCM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 20: Information Security Management (ISM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 21: Information Security Management (ISM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 22: Supplier Management (SuppM)

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics
•Exercise: Supplier Management Process Flow

Module 23: Implementing Service Design

•General Implementation Considerations
•Implementation Framework
•Measurement of Service Design
•Prerequisites for Success (PFS)

Module 24: Requirements Engineering

•Requirement Types
•Requirement Investigation
•Documenting Requirements
•Requirements Catalogue

Module 25: Data, Information & Application Management

•Managing Data and Information
•Application Management
•Application Portfolio
•Application Design

Module 26: Service Management Technology

•Tools for Service Design
•Service Management Technology
•Tool Selection Process

ITIL® Foundations training recommended prior to taking the Service Design class.  It is also strongly recommended that students read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publications.

Module 00: Course Introduction

Module 01: Exam Tips
•    Understanding the exam process
•    Exam questions and grading
•    Taking the exam
•    Using the practice exams

Module 02: Service Management as a Practice

•    Components of the Service Lifecycle
•    What is a Service?
•    What Comprises Value?
•    What is Service Management?
•    A Process
•    Generic Roles

Module 03: Overview of Service Operation (SO)
•    Purpose, Objectives, Scope of SO
•    SO – Value to the Business
•    Service Operation Challenges
•    Service Operation Critical Success Factors
•    Service Operation Risks

Module 04: Exercise: ITSM and Failure

Module 05: Service Operation Principles Part 1
•    Achieving Balance in Service Operation
•    Providing Good Service
•    Involvement in Other Lifecycle Phases
•    Operational Health
•    Communication

Module 06: Service Operation Principles Part 2
•    Documentation  
•    SO Inputs and Outputs
•    Generic Technology Considerations
•    Exercise: “That’s Good Enough for Me”

Module 07: Monitoring and Control Part 1
•    Monitor Control Loops
o    Simple
o    Complex
o    ITSM

Module 08: Monitoring and Control Part 2
•    Defining Objectives for Monitoring Control
•    Types of Monitoring and Reporting
•    Measurement, Metrics and KPIs

Module 09: Common SO Activities Part 1
•    IT Operations
•    Server & Mainframe Management and Support
•    Network Management
•    Storage & Archive
•    Database Administration
•    Directory Services Management
•    Desktop & Mobile Device Support
•    Middleware Management
•    Internet/Web Management
•    Facilities & Data Center Management

Module 10: Common SO Activities Part 2
•    Operational Activities in other Lifecycle Phases
•    Improvement of Operational Activities

Module 11: EXERCISE: ITSM Monitor Control Loop

Module 12: Event Management Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 13: Event Management Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Designing for Event Management
•    Technology Consideration

Module 14: Request Fulfillment (RF)
•    Purpose/Objective/Scope
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 15: Request Fulfillment (RF) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technology Considerations

Module 16: Incident Management (IM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 17: Incident Management (IM) Part 2
•    Triggers, Inputs/Outputs &Interfaces
•    Metrics
•    Technology Considerations

Module 18: Problem Management (PM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 19: Problem Management (PM) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technology Considerations

Module 20: Access Management (AccM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 21: Access Management (AccM) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technical Considerations
•    
Module 22:  Service Desk (SD) Part 1
•    SD – Purpose/Goal/Objective
•    Role of the Service Desk
•    Organizational Structures

Module 23:  Service Desk (SD) Part 2
•    Staffing Options
•    Management Roles
•    Metrics
•    Outsourcing

Module 24: Technical Management (TM)
•    Technical Management Role
•    Activities
•    Design/Maintenance/Support
•    Management Roles
•    Metrics
•    Documentation

Module 25: IT Operations Management (ITOM)
•    Operations Management Role
•    Management Roles
•    Metrics
•    Documentation

Module 26: Application Management (AM)
•    Application Management Role
•    Activities
•    Application Management Lifecycle
•    Application Management Organization
•    Management Roles
•    Metrics
•    Documentation

Module 27: SO Organizational Structures
•    Technical Specialization
•    Activity, Process and Geography Based
•    Hybrid

Module 28: Implementation Considerations
•    Managing Change
•    SO & Project Management
•    Assessing & Managing Risk
•    Operational Staff in Service Design & Transition
•    Planning & Implementing SM Technologies

ITIL® Foundations training is recommended prior to taking this course.  Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publications.

Module 00: Course Introduction - ITIL® 2011: Continual Service Improvement

Module 01: Exam Tips

• Understanding the exam process
• Exam questions and grading
• Taking the exam
• Using the practice exams

Module 02: Service Management as a Practice Part 1

• Lifecycle Review
• Processes
• Generic Roles

Module 03: Service Management as a Practice Part 2

• Purpose, Objectives and Scope of CSI
• CSI Roles and Responsibilities
• RACI Model Overview

Module 04: Service Management as a Practice Part 3

• CSI Inputs/Outputs
• CSI Challenges
• CSI CSFs & Risks
• Exam Questions Exercise:
  • Sample Exam 1 - Questions 2, 4
  • Sample Exam 2 - Question 5, 8

Module 05: CSI Principles

• Management Principles for CSI
• 7 Step Improvement Process
• Governance
• Other Frameworks
• Exercise: CSI Day-to-Day Activities
• Exam Question Review:
  • Sample Exam 1, Question 4
  • Sample Exam 2, Question 8
• Exam Questions Exercise: Sample Exam 1 – Question 7

Module 06: CSI Process Part 1

• Purpose, Objectives & Scope of 7-Step
• Value to the Business
• 7-Step Improvement Process Introduction

Module 07: CSI Process Part 2

• The 7 Steps Analyzed
• Strategy for Improvement
• Defining Measurement
• Gathering and Processing Data
• Data Analysis and Presentation
• Implementation of Improvements
• Roles specific to the 7-step

Module 08: CSI Process Part 3

• Triggers, Inputs/Outputs and Interfaces
• Integration to SM Processes
• Exercise: Process Interfaces
• Metrics, Challenges and Risks
• Exercise Review: CSI Day-to-Day Activities
• Exam Questions Exercise:
  • Sample Exam 1 – Question 8
  • Sample Exam 2 – Question 6

Module 09: CSI Methods and Techniques Part 1

• Assessments
• Gap Analysis
• Benchmarking

Module 10: CSI Methods and Techniques Part 2

• Service Measurement
• Managing Measurement
• Metrics
• Reporting

Module 11: CSI Methods and Techniques Part 3

• Measuring and Reporting Frameworks
  • SWOT
  • ROI
• Business Case
• Service Reporting

Module 12: CSI Methods and Techniques Part 4

• CSI and Service Management Processes
  • SLM, Availability Management, Capacity Management, ITSCM
  • Problem Management, Knowledge Management
• Exam Question Review: Sample Exam 2, Question 6
• Exam Questions Exercise:
• Sample Exam 1 – Questions 1, 5
• Sample Exam 2 – Questions 1,2 and 3

Module 13: Implementing CSI

• The Role of Governance and COBIT
• Organizational Change
• Communicating Strategy and Plan
• Exercise: Develop and Use the Balanced Scorecard
• Exam Review: Sample Exam 1, Question 5
• Exam Questions Exercise: Sample Exam 1, Questions 3, 6

Module 14: CSI Technology Considerations

• Technology Considerations
• Tools to Support CSI Activities
• Exercise Review: Develop and Use the Balanced Scorecard
• Exam Questions Exercise: Sample Exam 2, Questions 4, 7

It is strongly recommended that students have taken the ITIL Foundation course and that they read the ITIL Continual Service Improvement publication.  It is also very helpful if candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction

Module 01: Service Management as a Practice

• Components of the Service Lifecycle
• What is a Service?
• What comprises value?
• What is Service Management?

Module 02: Processes, Functions and Generic Roles

• Processes & Functions
• Generic Roles

Module 03: Service Management Key Concepts

• The 4Ps of Strategy
• The 4Ps of Service Design
• Portfolio Pipeline and Catalog

Module 04: Introduction to SOA

• Strategy Management for IT Services
• Design Coordination
• Concepts underpinning SOA
• Implementing Processes & Practices
• Exercise: Sample Exam Question

Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks

Module 06: Service Portfolio Management Part 1

• Purpose & Objective
• Value to the business

Module 07: Service Portfolio Management Part 2

• Policies/Principles/Basic Concepts
• Various Portfolios
• Introduction to Activities

Module 08: Service Portfolio Management Part 3

• Define
• Analyze
• Approve
• Charter

Module 09: Service Portfolio Management Part 4

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question

Module 10: Service Catalog Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts

Module 11: Service Catalog Management Part 2

• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question
• Exercise: Write a Catalog Entry

Module 12:  Business Relationship Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts

Module 13:  Business Relationship Management Part 2

• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question
• Exercise: BRM Sources of Information

Module 14: Service Level Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts

Module 15: Service Level Management Part 2

• Designing SLA frameworks
• Negotiation
• Service Reporting
• Complaints and compliments

Module 16: Service Level Management Part 3

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question
• Exercise: SLA Review

Module 17: Supplier Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts
• Activities

Module 18: Supplier Management Part 2

• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question

Module 19: Demand Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts
• Activities

Module 20: Demand Management Part 2

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question

Module 21:  Financial Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts

Module 22:  Financial Management Part 2

• Accounting
• Cost Model
• Cost Type, Elements, Classification
• Depreciation

Module 23:  Financial Management Part 3

• Budgeting
• Charging
• Pricing and Billing

Module 24:  Financial Management Part 4

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question
• Exercise: Cost Model for a Desktop Environment

Module 25:  Service Management Technology

• Tool Selection Process
• SD Tools
• Plan & Implement SM Technologies
• Exercise: Sample Exam Question

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Offerings and Agreements certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy and ITIL Service Design publications.

Module 00: Course Introduction: ITIL® 2011: Planning, Protection and Optimization

Module 01: Exam Tips

• Understanding the exam process
• Exam questions and grading
• Taking the exam
• Using the practice exams

Module 02: Service Management as a Practice Part 1

• Lifecycle Review
• Processes
• Definitions
• PPO Processes

Module 03: Service Management as a Practice Part 2

• Generic Roles
• Key Service Management Concepts
• RACI Model
• Deming’s PDCA Model

Module 04: Service Management as a Practice Part 3

• Service Design Purpose, Objectives, Scope and Value
• Design Role and Implementation in PPO
• Challenges
• Activity: List CSFs and KPIs
• Metrics
• Risks
• Design Fundamentals
• Setting Direction

Module 05: Service Management as a Practice Part 4

• Design Aspects
• Roles and Management
• Exam Question Exercise: Sample Exam 1, Question 2
• Exam Question Protocols

Module 06: Demand Management Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Activities

Module 07: Demand Management Part 2

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Metrics
• Challenges and Risks
• Exam Question Exercise:
  • Sample Exam 1, Question 6
  • Sample Exam 2, Question 7 
• Exam Question Review: Sample Exam 1, Question 2 

Module 08: Capacity Management Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Planning
• Subprocesses

Module 09: Capacity Management Part 2

• Activities
• Modeling and Trending
• Application Sizing

Module 10: Capacity Management Part 3

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Metrics
• Challenges and Risks
• Exercise: Capacity Management
• Exam Question Exercise:
  • Sample Exam 1, Question 5
  • Sample Exam 2, Question 3, 6
• Exam Question Review: Sample Exam 2, Question 7 

Module 11: Availability Management Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Measurement

Module 12: Availability Management Part 2

• Reactive Activities
• Monitor, Measure, Analyze and Report (MMAR)

Module 13: Availability Management Part 3

• Proactive Activities
• Plan/Design
• Risk Assessment
• Review and Improvement

Module 14: Availability Management Part 4

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Metrics
• Challenges and Risks
• Exercise: Expanded Incident Lifecycle
• Exam Question Exercise:
  • Sample Exam 1, Question 1
  • Sample Exam 2, Question 8
• Exam Question Review: Sample Exam 1, Question 5 

Module 15: Information Security Management (ISM) Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Risk Assessment
• Information Security Management Systems (ISMS)
• Security Governance

Module 16: Information Security Management (ISM) Part 2

• Activities
• Breaches and Incidents

Module 17: Information Security Management (ISM) Part 3

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Challenges and Risks
• Exam Question Exercise:
  • Sample Exam 1, Question 4
  • Sample Exam 2, Question 2

Module 18: IT Service Continuity Management (ITSCM) Part 1

• Purpose, Objectives, and Scope 
• Value to the Business
• Basic Concepts

Module 19: IT Service Continuity Management (ITSCM) Part 2

• Activities
• Stage 1: Initiation
• Stage 2: Requirements and Strategy
• Stage 3: Implementation
• Stage 4: Ongoing Operation

Module 20: IT Service Continuity Management (ITSCM) Part 3

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Challenges and Risks
• Exercise: Recovery Operations
• Exam Question Exercise:
  • Sample Exam 1, Question 3, 7, 8
  • Sample Exam 2, Question 4, 5
• Exam Question Review: Sample Exam 1, Question 4 

Module 21: Service Management Technology

• Concepts
• Tool Selection Process
• Plan and Implementation
• Exam Question Exercise: Sample Exam 2, Question 2

ITIL® Foundation training is recommended prior to taking this course. It is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publication.

Module 00: Course Introduction: ITIL® 2011: Release, Control & Validation

Module 01: Exam Tips

• Understanding the exam process
• Exam questions and grading
• Taking the exam
• Using the practice exams

Module 02: Service Management as a Practice Part 1

• Lifecycle Review
• Service Management Core Concepts 
• Generic Roles
• Key Service Management Concepts for RCV
• RACI Model
• Deming’s PDCA Model

Module 03: Service Management as a Practice Part 2

• Purpose, Objectives, Scope and Value
• ST Challenges
• ST Metrics
• ST Risks
• Service Lifecycle and RCV 

Module 04: Service Management as a Practice Part 3

• Service Transition Activities for RCV
• Transition Strategy
• Transition Planning
• Exercise: General Service Quality Improvement

Module 05: Service Asset & Configuration Management (SACM) Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Configuration Model, Configuration Management System
• Asset Management 

Module 06: Service Asset & Configuration Management Part 2

• SACM Activities
• Plan, Identify and Control
• Status Accounting and Reporting
• Verification and Audit

Module 07: Service Asset & Configuration Management Part 3

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Challenges and Risks
• Exercise: Simple Model for Desktop Management
• Exam Question Exercise:
  • Sample Exam 1, Question 6
  • Sample Exam 2, Question 7
• Exam Question Protocols

Module 08: Change Management (ChM) Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Design & Planning Considerations
• Key ChM Definitions

Module 09: Change Management Part 2

• Basic Concepts
• Change Advisory Board
• CAB Activities
• "Normal Changes"

Module 10: Change Management Part 3

• Activities
• Assess and Evaluate
• Authorize, Coordinate, Review & Close
• Emergency Changes
• ChM Activities in Service Operation

Module 11: Change Management Part 4

• Roles
• Activities
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Challenges and Risks
• Exam Question Exercise: Sample Exam 2, Question 6
• Exam Question Review: Sample Exam 1, Question 6

Module 12: Request Fulfillment Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Activity Overview

Module 13: Request Fulfillment Part 2

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Risks
• Exercise: ST Dependencies
• Exam Question Exercise:
  • Sample Exam 1, Question 4
  • Sample Exam 2, Question 4
• Exam Question Review: Sample Exam 2, Question 6

Module 14: Release and Deployment Management Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Release Packages
• Deployment Options
• Deployment Models

Module 15: Release and Deployment Management Part 2

• RDM Activities Overview
• Stage 1: Release and Deployment Planning
• Service-V Model

Module 16: Release and Deployment Management Part 3

• Stage 2: Release and Test
• Service Testing

Module 17: Release and Deployment Management Part 4

• Stage 3: Deployment
• Deployment Activities

Module 18: Release and Deployment Management Part 5

• Stage 4: Review and Close
• RDM Activities in Service Operations

Module 19: Release and Deployment Management Part 6

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Risks
• Exercise: Early Life Support Exit Criteria
• Exam Question Exercise:
  • Sample Exam 1, Question 1
  • Sample Exam 2, Question 8
• Exam Question Review: Sample Exam 2, Question 4

Module 20: Service Validation and Testing Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Test Models
• Validation and Testing Levels

Module 21: Service Validation and Testing Part 2

• Service Validation and Testing Activities
• Test Management
• Review SVT Activities

Module 22: Service Validation and Testing Part 3

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Challenges and Risks
• Exam Question Exercise:
  • Sample Exam 1, Question 5, 7
  • Sample Exam 2, Question 3
• Exam Question Review: Sample Exam 2, Question 8

Module 23: Change Evaluation Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Evaluation Process
• Risk Management
• Evaluation Reporting

Module 24: Change Evaluation Part 2

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Challenges and Risks
• Exercise: “Same Words, Different Tune”
• Exam Question Exercise:
  • Sample Exam 1, Question 2
  • Sample Exam 2, Question 1, 2
• Exam Question Review: Sample Exam 2, Question 3

Module 25: Knowledge Management Part 1

• Purpose, Objectives, Scope
• Value to the Business
• Basic Concepts
• KM Activities

Module 26: Knowledge Management Part 2

• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Challenges and Risks 
• Exam Question Exercise:
  • Sample Exam 1, Question 3
  • Sample Exam 2, Question 5
• Exam Question Review: Sample Exam 2, Question 2

Module 27: Service Management Technology

• Tool Selection
• Service Automation
• Tools Specific to RCV 
• Exam Question Exercise: Sample Exam 1, Question 8
• Exam Question Review: Sample Exam 1, Question 8 

Knowledge of ITIL® Foundations is highly recommended prior to learning about Release, Control & Validation. It is strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition and ITIL Service Operation publications.

Module 00: Course Introduction: ITIL® 2011: Operational Support and Analysis

Module 01: Exam Tips

• Understanding the exam process
• Exam questions and grading
• Taking the exam
• Using the practice exams

Module 02: Service Management as a Practice Part 1

• Lifecycle Review
• Processes
• Definitions
• SO/OSA Processes
• Service Operation Functions

Module 03: Service Management as a Practice Part 2

• Generic Roles
• Key Service Management Concepts
• RACI Model
• Deming’s PDCA Model

Module 04: Service Management as a Practice Part 3

• Service Design Purpose, Objectives, Scope and Value
• Challenges
• Metrics
• Risks
• Managing Service Operation
• Exam Question Exercise: Sample Exam 2, Question 8
• Exam Question Protocols

Module 05: Functions Part 1

• Technical Management Objectives
• Activities
• Roles Description

Module 06: Functions Part 2

• IT Operations Management Objectives
• Specific Roles
• Management Objectives
• Organizational Structure

Module 07: Functions Part 3

• Application Management Objectives
• Activities
• Exercise: SO Processes and Functions
• Exam Question Exercise:
  • Sample Exam 1, Question 6
  • Sample Exam 2, Question 5
• Exam Question Review: Sample Exam 2, Question 8

Module 08: Service Desk Part 1

• Purpose and Objectives
• Type of Service Desks
• Staffing

Module 09: Service Desk Part 2

• Roles
• Metrics
• Outsourcing
• Exam Question Exercise: Sample Exam 1, Question 1
• Exam Question Review: Sample Exam 2, Question 5 

Module 10: Request Fulfillment Part 1

• Purpose, Objectives and Value
• Basic Concepts
• Activities
• Roles

Module 11: Request Fulfillment Part 2

• Triggers and Inputs/Outputs
• Metrics
• Challenges and Risks
• Tools and Technology
• Exercise: RF Process Dependencies
• Exam Questions
  • Sample Exam 1, Question 7
  • Sample Exam 2, Question 2 

Module 12: Access Management Part 1

• Purpose, Objectives and Scope
• Value to the Business
• Policies
• Activities

Module 13: Access Management Part 2

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Metrics
• Challenges and Risks
• Tools and Technology
• Exercise: Applying Controls with Access Management
• Exam Question Exercise:
  • Sample Exam 1, Question 2
  • Sample Exam 2, Question 4
• Exam Question Review: Sample Exam 2, Question 2

Module 14: Event Management Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Activities

Module 15: Event Management Part 2

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Risks
• Event Management Design
• Exercise: Deploy Event Management
• Exam Question Exercise:
  • Sample Exam 1, Question 4
  • Sample Exam 2, Question 3

Module 16: Incident Management Part 1

• Purpose, Objectives, and Scope
• Value to the Business
• Basic Concepts
• Incident Models
• Activities

Module 17: Incident Management Part 2

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Risks
• Exam Question Exercise:
  • Sample Exam 1, Question 8
  • Sample Exam 2, Question 7

Module 18: Problem Management Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Activities
• Problem Review

Module 19: Problem Management Part 2

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Risks
• Exercise: IM vs. PM
• Exam Question Exercise:
  • Sample Exam 1, Question 3
  • Sample Exam 2, Question 6
• Exam Question Review: Sample Exam 1, Question 8

Module 20: Service Management Technology

• Tool Selection Process
•  Generic Requirements
• Exam Question Exercise:
  • Sample Exam 1, Question 5
  • Sample Exam 2, Question 1

ITIL® Foundations training is recommended prior to taking this course. Before attending training it is also strongly recommended that students read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication.

Module 00: ITIL®2011: Managing Across the Lifecycle - Course Introduction

Module 01: Service Management and Value

• Student perceptions/definitions of Service Management
• In-depth look at value and value concepts

Module 02: Service Management Components and Roles

• Processes & Functions
• Managing process activities via RACI

Module 03: Key Risk and Knowledge Concepts

• Risk Frameworks
• Measuring, Mitigating and Reporting Risk
• Knowledge management practices to follow, deploy

Module 04: Exercise: MALC Case Study Analysis

• Analyzing the MALC Case Study (v1.1)
• Key Elements

Module 05: Implement, Assess, Improve Service Management

• Add Service Strategy to your Service Management activities
• Strategic Assessments (SWOT)
• Strategic Assessment Steps

Module 06: Assessment Frameworks

• Discussion of several Assessment frameworks:
  • ITIL® maturity assessments
  • ISO/IEC 20000
  • COBIT
  • Six Sigma
  • CMMI
  •  Gap Analysis
  • Benchmarking
• Compare/contrast the various models
• Deming Cycle

Module 07: 7-Step Improvement Process

• The 7 steps
• Justifying improvements with a Business Case

Module 08: Justifying Improvements Financially

• ROI: Pre- and Post-Program
• Screening and Preference Decisions
• CSI & ROI

Module 09: Managing Organizational Change

• Impact of improvements
• Organizational Change via Kotter and others
• Plan/implement Service Management Technologies

Module 10: Exercise: Develop Assessment Criteria

• Assignment of Develop Assessment Criteria
• MALC Sample Exam Questions

Module 11: Exercise Review:  MALC Sample Exam Questions

• Sample Paper 1: Question 1
• Sample Paper 2: Question 6

Module 12: Measurements: Metrics

• Measuring Business Value
• Metrics…in Review
• Service Measurement Models
• Designing Measurement Systems

Module 13: Measurements: Monitor, Control & Report

• Monitor & Control Systems (Monitoring Loops)
• Types of Reporting based on Monitoring
• Ties to Event Management

Module 14: Exercise: Applying Assessment Criteria

• Review of Developing Assessment Criteria
• Assignment of Applying Assessment Criteria

Module 15: Integration: Strategic Benefits

• Ensuring strategic benefits
• Building Strategic Benefits into other processes/phases

Module 16: Integration: Lifecycle and Phase Inputs & Outputs

• Generic Lifecycle  inputs/outputs
• Specific inputs/outputs per lifecycle phase
• Handout: Inputs/Outputs v1

Module 17: Integration: Value to the Business Part 1

• Service Management Processes Demonstrating Value
• Value to the Business – Service Strategy & Service Design

Module 18: Integration: Value to the Business Part 2

• Service Management Processes Demonstrating Value
• Value to the Business – Service Transition, Service Operation & CSI

Module 19: Integration: Process Interfaces

• Interfaces between all Service Management processes
• Handout: Process Interface Diagram v1

Module 20: Exercise: Internet Banking Risks

• Review of Applying Assessment Criteria
• Assignment of Internet Banking Risks
• Exercise Sample Exam Questions

Module 21: Exercise Review:  MALC Sample Exam Questions

• Sample Paper 1: Question 6
• Sample Paper 2: Question 8

Module 22: Managing Services: Requirements & Cross-Lifecycle Support

• Managing requirements
• The SDP
• Cross-lifecycle, cross-support
• Improvements
• Handout: Customer & Users Measuring Satisfaction v1
• Handout: Satisfaction Survey Types v1

Module 23: Managing Services: Challenges, Risks, CSFs Part 1

• Challenges and Risks for SS, SD, ST
• CSFs for SS, SD, ST

Module 24: Managing Services: Challenges, Risks, CSFs Part 2

• Challenges, Risks and CSFs for SS, SD, ST
• What is your Top 10 list of challenges, risks, CSFs?

Module 25: Exercise: Where’s the value?

• Review of Internet Banking Risks
• Assignment of “Where’s the value?”
• MALC Sample Exam Questions

Module 26: Exercise Review:  MALC Sample Exam Questions

• Sample Paper 1: Question 3
• Sample Paper 2: Question 2

Module 27: Governance

• What is governance? How is it defined? ISO/IEC 38500
• Where IT (or business) governance is managed – the ISG
• Management Systems
• Sourcing and Change Governance

Module 28: Organizational Structures

• Centralized vs. Decentralized Spectrum
• Organizational Development
• Organization Structures

Module 29: Organizing Service Management

• Organizing the Lifecycle phases – Considerations
• Competencies of Staff
• Service Provider Types
• Organizing Service Delivery
• Handout: Advantages/Disadvantages of Sourcing Structures v1

Module 30: Exercise: “We’ve been outsourced!”

• Review of “Where’s the value?”
• Assignment of “We’ve been outsourced!”

Module 31: Stakeholder Management

• Service Management Stakeholders
• BRM: Managing Stakeholders
• BRM Lifecycle Activities & Roles

Module 31: Communication

• Communication through the Lifecycle Phases

Module 33: Exercise: Communicating Change

• Review of “We’ve been outsourced!”
• Assignment of Communicating Change
• MALC Sample Exam Questions

Module 34: Exercise Review:  MALC Sample Exam Questions

• Review of Communicating Change
• Sample Paper 1: Question 2
• Sample Paper 2: Question

It is highly recommended that students have taken ITIL Foundation and either the ITIL V3 Lifecycle courses or the ITIL V3 Capability prior to taking the ITIL V3 Managing Across the Lifecycle class.

Module 00:  Course Introduction: ITIL® 4 Foundation 

• The Nature of the Class
• Agenda
• AXELOS ITIL 4 Schema
• Available Resources

Module 01:  ITIL 4 – Big Picture

• Reading Assignment
• Introduction to the Key Elements of ITIL 4:
  • Service Value System (SVS)
  • Four Dimensions Model

Module 02: Key Definitions

• Reading Assignment
• Key Concepts and Definitions
  • Customer, User, Sponsor, Service Consumption
  • Organization, Service, Service Management, Product, Service Provision, Service Offering, Service Relationship Management
  • Value, Value Co-Creation, Utility, Warranty, Cost, Output, Outcome, Risk

Module 03: The Dimensions of Service Management

• Reading Assignment
• The Four Dimensions Model
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes

Module 04: ITIL’s Service Value System (SVS) 

• Reading Assignment
• Purpose of the SVS
• SVS Components
  • Opportunity/Demand, Value, Guiding Principles, Continual Improvement, Governance, Practices, Service Value Chain

Module 05: ITIL’s Service Value Chain

• Reading Assignment
• Introduction to the Service Value Chain, a Key Element of the SVS
• Six (6) Elements of the Service Value Chain
  • Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
• Service Value Streams

• This course looks at the differences between ITIL V3 and ITIL 4.  Having a background in ITIL V3 is helpful.
• If you are new to ITIL or IT Service Management you will need to attend the full ITIL 4 Foundation course.

Module 00: Course Introduction: ITIL® 4 Foundation

• The Nature of the Class
• Agenda
• AXELOS ITIL 4 Schema
• Available Resources

Module 01: Exam Tips

• Understanding the Exam Process
• Exam Questions and Grading
• Taking the Exam
• Using the Practice Exams

Module 02:  High-Level Service Management & Key Elements of ITIL 4

• Where are Services and Service Management Today?
• Introduction to the Key Elements of ITIL 4:
  • Service Value System (SVS)
  • Four Dimensions Model

Module 03: ITIL 4 Key Concepts

• 15 Terms
• Practical Application
• Axel Car Hire

Module 04: Service - Definition & Keys Features

• What is a Service?
• Service Provision
• Service Offering
• Service Relationship Management
• Organizational Service Management

Module 05: Service Offerings & Relationship 

• Goods
• Provisioning
• Consumption

Module 06: Putting it All Together 

• Example

Module 07: The Service Relationship Model

Module 08: Axel Car Hire Example

• Value
• Value Co-Creation
• Utility
• Warranty
• Cost
• Outcome
• Output
• Risk

Module 09: Critically of Value

• Utility 
• Warranty

Module 10: The Dimensions of Service Management

• Overview of the Four Dimensions
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes
• Organization & People
  • Culture

Module 11: Key Features of Information & Technology 

• The Changing Role of Technology
• The Value of Technology
• The Importance of Data 

Module 12: Partners & Suppliers

• Making it All Work
• Partners & Suppliers
• Contracts and Agreements

Module 13: Value Streams and Processes 

• The Service Value System
• The Service Value Chain
• Value Streams
• Processes

Module 14: Introduction to ITIL’s Service Value System (SVS) 
The Objectives
The Purpose
Overview

Module 15: Service Value System Components

• Governance
• Practices
• Service Value Chain
• The Impact of a Poor SVS

Module 16: Overview of ITIL’s Service Value Chain (SVS)

• Value Chain Activities
• What’s included, What’s not
• Triggers
• Service value Streams
• Key Exam Tip

Module 17: Service Value Chain – Plan

• The Purpose
• What’s Included

Module 18: Service Value Chain – Improve

• The Purpose
• What’s Included

Module 19: Service Value Chain – Engage

• The Purpose
• What’s Included

Module 20: Service Value Chain – Design & Transition

Module 21: Service Value Chain – Obtain/Build & Deliver & Support

• The Purpose
• What’s Included

Module 22: ITIL’s 7 Guiding Principles

• What They Do
• How They Help
• What They Are
• Exam Tip
• Focus on Value

Module 23: Start Where You Are

• Definition
• How it Works

Module 24: Progress Iteratively with Feedback

• Definition
• Application
• Collaborate & Promote Visibility
  • Definition
  • Application
  • Agile, Lean & DevOps

Module 25: Think and Work Holistically

• Definition
• Implications
• Keep it Simple and Practical
  • Why Simple is Important
  • Practical Solutions

Module 26: Optimize & Automate

• Technology VS. Human Oversight
• Benefits of Automation

Module 27: Introduction to Key ITIL Practices

• Introduce the Concept of a “Practice”
• Introduce the Three Groups of ITIL Practices
  • General Management
  • Service Management
  • Technical Management

Module 28: General Management Practices

• Purpose Statements
• Information Security Management
• Relationship Management
• Supplier Management

Module 29: Continual Improvement

• The Purpose
• The Scope
• Key Activities
• Methods and Models
• Approaches – Lean, Agile, DevOps

Module 30: The Continual Improvement Model

• What Does it Say?
• How it Works

Module 31: Continual Improvement & Guiding Principles

• The Details
• Collaborate & Promote Visibility

Module 32: Service Management Practices (SMP)

• Discuss the Purpose of:
  • IT Asset Management
  • Monitoring and Event Management
  • Release Management
  • Service Configuration Management

Module 33: Service Management Practices - Change Enablement

• The Definition
• The Importance of Change Enablement
• Emergency Change

Module 34: Service Management Practices - Incident Management

• The Definition
• The Purpose
• The Process

Module 35: Service Management Practices - Problem Management

• The Purpose
• The Definition
• Phases

Module 36: Service Management Practices - Service Requests Management

• The Definition
• The Purpose
• Types of Requests
• Guidelines

Module 37:  Service Management Practices - The Service Desk

• The Purpose
• The Function
• Practical Application

Module 38: Service Level Management (SLM)

• The Purpose
• The Definition
• Skills and Competencies

Module 39: Information Analysis for Service Level Management

• The Process
• Information Sources

Module 40: Technical Management Practices

• Discuss the Purpose of:
  • Deployment Management
• Review the Discussed ITIL Practices

Module 41: Conclusion

• Review Exam Content
• Final Thoughts on Taking the Exam
   

There are no prerequisites to take the ITIL 4 Foundation Course.

Module 00: Course Introduction: ITIL® 4 Managing Professional Transition

• Agenda & Introductions
• Overview of the Transition Certification
• Transition Exam Details
• Materials to Support the Class

Module 01: Foundation

• Introduction

Module 02: Foundation: Key Definitions

• Key Definitions
• Service Offering
• Service Relationship Management
• Service Provision
• Service Consumption

Module 03: Foundation: Dimensions of Service Management

• Dimensions of Service Management
• Organizations & People
• Information & Technology
• Partners & Suppliers
• Value Streams & Processes

Module 04: Foundation: Service Value System (SVS)

• Service Value System (SVS)

Module 05: Foundation: Service Value Chain (SVC)

• Service Value Chain (SVC)

Module 06: Foundation: Guiding Principles

• Focus on Value
• Start Where You Are
• Progress Iteratively with Feedback
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep it Simple and Practical
• Optimize and Automate

Module 07: Foundation Summary

• Foundation Summary
• Foundation Sample Questions
• Foundation Exercise: ITIL4 MPT – Foundation Review v1

Module 08: Direct, Plan & Improve

• Scope and Strategic Planning
• Cascading Objectives

Module 09: Direct, Plan & Improve: Policies, Controls and Guidelines

• Policies, Controls and Guidelines
• Compliance and Decision-Making Authorities

Module 10: DPI: Governance, Risk and Compliance

• Risk Management and Governance
• Governance and DPI

Module 11: DPI: Organizational Change Management

• Organizational Change Management (OCM)
• Impact of OCM and DPI
• Managing Stakeholders

Module 12: DPI: Effective Communication

• All About Communication
• Feedback Channels

Module 13: DPI Summary 

• DPI Summary
• DPI Sample Exam Questions
• DPI Exercise

Module 14: Create, Deliver & Support

• Organizational Structures
• Collaboration vs. Cooperation
• Team Competencies

Module 15: CDS: Team Culture & Differences

• Team Culture & Differences

Module 16: CDS: Employee Satisfaction Management

• Employee Satisfaction
• Customer-Orientation
• Communication
• Workforce Planning

Module 17: CDS: Results-Based Measuring & Reporting

• Measuring and Reporting
• Continual Improvement

Module 18: CDS: Know How Practices Contribute

• Service Value Streams
• Designing Service Value Streams
• Value Stream Mapping
• Metrics for Value Streams

Module 19: CDS: The Value Stream for a New Service

• Value Streams for a New Service

Module 20: CDS: The Value Stream for User Support

• Value Stream for User Support

Module 21: CDS: Know How to Create, Deliver & Support

• Managing Queues and Backlogs
• Prioritizing Work
• Shift-left
• Sourcing

Module 22: CDS Summary

• CDS Summary
• CDS Sample Exam Questions
• CDS Exercise

Module 23: Drive Stakeholder Value

• Customer Journey
• Benefits

Module 24: DSV: Explore to Engage

• Mutual Readiness
• Managing Suppliers & Partners
• Service Relationship Types
• Building Service Relationships (Three C’s of Trustworthiness)
• Service Provider Capabilities and Customer Needs

Module 25: DSV: Shape, Demand and Define Service Offerings

• Design Digital Service Experiences – Lean
• Design Digital Service Experiences – Agile
• Service Design Thinking and Service Blueprinting

Module 26: DSV: Designing Digital Service Experiences

• Design for Onboarding
• Selling and Procuring

Module 27: DSV: Agree

• Onboarding and Offboarding Activities
• Relating with Users and Fostering Relationships
• User Engagement and Delivery Channels

Module 28: DSV: Onboard

• Enabling Users for Service
• Elevating Mutual Capabilities
• Offboarding

Module 29: DSV: Co-Create

• Ongoing Service Interactions
• Service Requests
• Moments of Truth & Intelligent Disobedience

Module 30: DSV: User Communities

• User Communities and User Feedback

Module 31: DSV: Realize Value

• Service Value and Value Realization
• Tracking Performance, Outputs, and Outcomes

Module 32: DSV: The Customer Journey

• Evaluate and Improve the Customer Journey
• Continual Improvement
• Charging and Billing

Module 33: DSV Summary

• DSV Summary
• DSV Sample Exam Questions
• DSV Exercise

Module 34: High Velocity IT

• HVIT Terms
• Digital Transformation

Module 35: HVIT: Objectives

• Valuable Investments
• Fast Development, Resilient Operations
• Value Co-creation; Assured Conformance

Module 36: HVIT: ITIL 4 and the Digital Product Lifecycle

• Four Dimensions
• PESTLE
• Service Value System

Module 37: HVIT: Service Value Chain

• Service Value Chain
• SVC and the Consumer 
• SVC and Value Streams
• Digital Product Lifecycle

Module 38: HVIT: Fundamental Concepts for Delivering HVIT

• Five behaviors for HVIT
• Principles, Models and Concepts
  • Purpose, People, Process
• Purpose: Ethics; Design Thinking

Module 39: HVIT: Safety Culture

• People: Safety Culture
• Progress: Complex Environments

Module 40: HVIT: Lean Culture

• Progress: Lean; Toyota Kata
• HVIT Approaches
  • Lean, Agile, Resilient, Continuous
• Service Dominant Logic

Modules 41: HVIT Summary

• HVIT Summary
• HVIT Samples Exam Questions
• HVIT Exercise

Module 42: Managing Professional Transition Summary

• Summary Recap of Foundation, DPI, CDS, DSV, HVIT
• Full Sample Exam

You may take this course if you hold any of the below credentials which allows you to advance your career with 1 course and exam and save over $4,000 in ITIL 4 course and exam fees:

• ITIL V3 Experts
• Individuals with 17 or more ITIL V3 credits
• Individuals with 15 or more ITIL V3 Intermediate Credits and ITIL 4 Foundation Certification