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Foundation of ITIL
Training Code : TT-04
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Description
ITSM (Information Technology Service Management), hereinafter called ITIL (Information Technology Infrastructure Library) developed in England, is a de facto standard for world IT Service Management. The class that we offer is a fairly complete training according to standards.Although we did not target for certification, the knowledge gained was very helpful for the participants to understand ITIL theory and practice which is very good for practitioners. -
Reasons training needed
- To understand the objectives, concepts, processes, organization and components of ITSM.
- Very useful for participants who are responsible for planning the implementation of ITSM (IT service Management). Meanwhile, operational implementers in various other IT fields are also good enough to attend this class, but it is advisable to study certain aspects (services included in this training) more deeply.
- This training is also useful for companies who want IT Quality Management certification, for example ISO-20000.
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Anyone who needs training
- Managers who are responsible in tactical areas, for example the planning department.
- IT Operations teams such as IT Operations Division Head, Helpdesk Manager (then following TO-01 IT Helpdesk training), Data Center Operations, Network Operations, Service Level Manager, IT Relationship Manager, Project Manager, QA (Quality Assurance), IT Auditor, IT Risk Management, IT Security Management teams
- It is also very useful for the IT Application Development team because they will know what kind of treatment their application has produced after entering IT operations.
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Prerequisites
For IT people or other divisions outside IT but their duties are related to IT, such as IT Audit, IT Risk Management, there are no mandatory prerequisites for joining this class. However, it would be better if the knowledge of the organization and the tasks of the parties in IT is understood.
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Training material
Introduction of ITIL
- Foundation of ITIIL
- Why ITIL
- Characteristics of Processes
- Service Lifecycle
Service Strategy- Understand internal and eksternal service providers
- Understand the customer
- Quantify the outcomes
- Understand service catalog, service pipeline, and service agreement
- Service classification
- Understand the opportunities
- Defining the services
- Creating Service Models
- Sourcing structure
- Risk & Investment
- Services Strategy Processes
- Service Portfolio Management
- Demand Management
- Service Level Packages
- Financial Management for IT Services
- Business Relationship Management
- Information Security Management
- Supplier Management
Service Design- Service management design
- Service Lifecycle Models
- Design Activities
- Service Level Management
- Service Level Management
- Metrics of SLA
- Service catalog Management
- Availability Management
- Roles
- Capacity Management
- IT Service Continuity Management
Service Transition- Service Asset Configuration Management
- Service Transition Processes
- Knowledge Management
- Change Management
- Release Deployment Management
Service Operation- Event Management
- Request Fulfillment
- Access Management
Continual Service Improvement (CSI) -
Training result
- Understand the ITIL framework and process.
- Understand the benefits of implementing IT Service Management
- Able to align company service management with international standards
- As a first step for certification
- As initial science to study other services in depth
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Time
3 (three) days, around 7-8 hours a day -
Delivery methodology
In order for participants to understand well the material that we present, the presentation methodology is as follows:- The presentation on the screen uses presentation materials with explanations.
- Perform simulations according to real-world IT
- Question and answer
- Establishment of discussion groups
- Examples of application through software.
- Exam / Test