Program Overview

ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3.

In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management Process
• Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services

This workshop course provides comprehensive coverage of Service Desk function and Incident Management process as discussed within ITIL®. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® Framework.

The purpose of this workshop and the associated practical exercises and quizzes is, respectively, to impart, test, and validate the knowledge on industry practices. It is highly recommended that course participants purchase the appropriate OGC publication of Service Operation.

Duration

This program is offered over a 3-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18.

Delivery Methods

- Instructor led Classroom based
- Virtual Web based

Audience

The target group is:

• Individuals who require a deep understanding of ITSM/ITIL® Service Desk and Incident Management and their relationship with other ITSM functions and processes.
• IT professionals that are working within an organization that has adopted and adapted ITIL who need to contribute to an ongoing service improvement program this may include but is not limited to IT managers, supervisory staff, team leaders, Service Desk and Incident Management staff.

Prerequisites

We strongly recommend that candidates wishing to attend this workshop already hold the ITIL® 2011 Foundation Certificate in IT Service Management.

Content and Objectives

Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to:

• Apply ITIL best practices in Incident Management/Service Desk
• Explain the value of Service Desk and Incident Management to the service quality
• Organize an effective Service Desk aimed at managing customer relations and communication
• Organize an efficient and effective Incident Management to resolve incidents and get business back to function as quickly as possible
• Define the key quality ingredients of a successful Service Desk and Incident Management
• Describe the relationship of Service Desk and Incident Management as well as with other ITSM processes
• Define, implement and support the tools and procedures necessary for measuring and reporting basic Service Desk and Incident Management information
• Understand the relationship and dependencies between Service Desk and Incident Management with other functional groups and processes at the Service Operation level.

The program will cover the following modules:

Introduction to ITSM and ITIL®

Relationship with ITSM Processes

The course participants will have the ability to capture, understand and describe, or analyze the relationship of Service Desk and Incident Management with the following processes:

• Event Management
• Request Fulfillment
• Problem Management
• Access Management

Also, high level discussion about the relationships with:

• Service Level Management
• Service Catalogue Management
• Capacity Management
• Availability Management
• Configuration Management.

Organizing Service Operation

This module covers the Service Operation functions and maps them to roles and responsibilities and activities. It also covers Service Operation organizational structures; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:

• Functions
• Service Desk
• Technical Management
• IT Operations Management
• Application Management
• Roles and Responsibilities
• Service Operation Organizational Structures

Technology Considerations

This module covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to Service Operation practices.

Implementation Considerations

This module covers how implementation considerations contribute to Service Operation; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:

• Managing Change in Service Operations
• Service Operation and Project Management
• Assessing and Managing Risk in Service Operations
• Operational Staff in Design and Transition
• Planning and Implementing Service Management Technologies

Challenges, Critical Success Factors and Risks

This module covers the challenges and risks facing Service Operation and how Critical Success Factors contribute to Service Operation; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze Challenges, Critical Success Factors and Risks

Program Material (handout)

The program includes the following program material:

• Program slide presentation
• Practical exercises and questions and answers
• Valuable samples and templates
• ITIL acronyms and glossary

Simulation and practical application

We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as "Case study" example (where private course is delivered).