ITIL V3 Foundation Certificate In IT Service Management

Offering complete flexibility ...... Choose the optional ITIL exam voucher and earn a recognised ITIL certification

ITIL v3 Foundation Certificate In IT Service Management 10 – 13 December 2012 • Radisson Royal Hotel, Dubai, UAE

By Attending This Course You Will Be Able To: 1. Comprehend how IT services create value for the business and the importance of IT service management in making this happen 2. Align IT and business initiatives to improve overall productivity and efficiency in the organisation 3. Understand each stage of the service lifecycle and how it contributes to your overall service delivery, and identify how each process plays an integral part 4. Become more proactive by learning ITSM concepts via stimulating and interactive workshop excercises 5. Achieve a professional qualification recognised within the IT industry – which is a requirement to attend intermediate or advanced ITIL courses Organised by:

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ITIL v3 Foundation Certificate In IT Service Management 10 – 13 December 2012 • Radisson Royal Hotel, Dubai, UAE Course Timings Registration will commence at 07:30 on the first day of the course. The course will begin promptly at 08:00 and conclude at 14:30. There will be two refreshment breaks at approximately 10:30 and 12:30. Lunch will be served at the end of each day’s session.

Course Introduction

This exciting and dynamic four day course introduces delegates to the lifecycle of managing IT services to deliver to business expectations. As well as an engaging case study based approach to learning the core disciplines of the ITIL (IT Infrastructure Library) best practice, this course also positions you to successfully complete the associated exam, required for entry into the future ITIL v3 intermediate level training courses.

The ITIL Version 3 best practice is composed of five core disciplines: service strategy, service design, service transition, service operations and continual service improvement. These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.

Course Objectives

At the end of this course, you will be able to: • Identify the key principles and concepts of IT service management • Identify the benefits of implementing ITIL in an organisation • Identify the service management processes and how they map to the service lifecycle • Identify the basic concepts and definitions related to the service lifecycle • Identify the activities and roles involved with the service lifecycle • Identify the relationship of each component of the service lifecycle and how they map to other components • Identify the factors that affect the effectiveness of the service lifecycle • Sit for the online certification within two months of the close of the course through PeopLecert College

Prerequisites

None, although a familiarity with IT service delivery will be beneficial.

Optional PeopLecert College Exam Registration Vouchers The course offers an optional examination voucher that you can use to redeem and write the exam in a public place of choice with a proctor (person appointed to help watch over students at examination) of choice.

The exam should be taken within two months after the completion of the course.

Royal Chao Phraya Hotel – Practical Sessions Included Throughout This Course This case study will be the basis for many exercises used to reinforce your learning experience throughout the course. These workshops are challenging and stimulating and add exceptional value to the comprehension of the theory covered by application in a practical manner.

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Course Outline

Day One Introduction Course introduction and an overview of the course content and delivery Service Management As A Practice – Key Principles Explanation of a service, service management, processes, roles and functions Sample Exam Questions Practical Service Strategy Service strategy ensures that every stage of the service lifecycle stays focused on the business case and relates to all the companion process elements that follow.

Subsequent titles will link deliverables to meeting the business goals, requirements and service management principles described in this course.

Service strategy describes the following areas: • Financial Management • Service Portfolio Management • Demand Management Financial Management Financial management provides the business and IT with the quantification, in financial terms, of the value of IT services, the value of the assets underlying the provisioning of those services, and the qualification of operational forecasting.

Service Portfolio Management A service portfolio describes a provider’s services in terms of business value. It articulates business needs and the provider’s response to those needs.

Demand Management This process visualises the customer’s business activity and plans in terms of the demand for supporting services to provide sufficient basis for capacity management.

Sample Exam Questions Practical Homework – Reading And Sample Exam Questions

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Day Two Review Of Day One And Homework Sample Exam Questions Service Design In order to meet the current and future business requirements, service design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT services solutions and processes.

Service design describes the following areas: • Service Catalogue Management • Capacity Management • Availability Management • Service Continuity Management • Information Security Management • Supplier Management Service Catalogue Management The goal of the Service Catalogue Management (SCM) process is to ensure that a service catalogue is produced and maintained containing accurate information on all operational services and those being prepared to be run operationally.

Capacity Management Capacity management is supported initially in service strategy where the decisions and analysis of business requirements, customer outcomes influence the development of Patterns of Business Activity (PBA), Levels of Service (LOS) and Service Level Packages (SLPs) are identified. This provides the predictive and ongoing capacity indicators needed to align capacity to demand.

Availability Management The goal of the availability management process is to ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost effective manner.

Service Continuity Management The goal of IT service continuity management is to support the overall business continuity management process by ensuring that the required IT technical and service facilities (including computer systems, networks, applications, data repositories, telecommunications, environment, technical support and service desk) can be resumed within required, and agreed, business timescales.

Information Security Management The goal of the information security management process is to align IT security with business security and ensure that information security is effectively managed in all service and service management activities.

Supplier Management The goal of the supplier management process is to manage suppliers and the services they supply, to provide seamless quality of IT service to the business, ensuring value for money is obtained.

Sample Exam Questions

Service Transition (Completed on Day 3) Service transition focuses on the broader, long-term change management role and release practices, so that risks, benefits, delivery mechanism and the ease of ongoing operations of service are considered. This provides guidance and process activities for the transition of services into the business environment.

Service transition describes the following areas: • Transition Planning And Support • Change Management • Service Asset And Configuration Management • Release And Deployment Management • Service Validation And Testing • Evaluation • Knowledge Management Transition Planning And Support The goals of transition planning and support are to: • Plan and co-ordinate the resources to ensure that the requirements of service strategy encoded in service design are effectively realised in service operations • To identify, manage and control the risks of failure and disruption across transition activities Change Management The goals of change management are: • Respond to the customer’s changing business requirements whilst maximising value and reducing incidents, disruption and re-work • Respond to the business and IT requests for change that will align the services with the business needs The objective of the change management process is to ensure that changes are recorded and then evaluated,authorised, prioritised, planned, tested, implemented, documented and reviewed in a controlled manner Service Asset And Configuration Management The goal of service asset and configuration management is to provide a logical model of the IT infrastructure correlating IT services and different IT components (physical, logical etc) needed to deliver these services.

Release And Deployment Management The goal of release and deployment management is to deploy releases into production and enable effective use of the service in order to deliver value to the customer.

Service Validation And Testing The goal of service validation is to assure that a service will provide value to customers and their business.

Evaluation Evaluation is a generic process that considers whether the performance of something is acceptable, value for money etc – and whether it will be proceeded with, accepted into use, paid for etc.

Knowledge Management The goal of knowledge management enables organisations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle.

Homework – Reading And Sample Exam Questions

Practical

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Day Three Review Of Day Two And Homework Sample Exam Questions Complete Service Transition Started On Day Two Sample Exam Questions Practical Service Operation By focusing on delivery and control process activities, a highly desirable, steady state of managing services can be achieved on a day-to-day basis. To ensure it is integrated with the rest of the ITIL library, guidance is based on a selection of familiar service support and service delivery control points.

Service operation describes the following areas: • Event Management • Incident Management • Request Fulfillment • Problem Management • Access Management • Service Desk • Technical Management • IT Operations Management • Application Management Event Management The ability to detect events, make sense of them, and determine the appropriate control action is provided by event management. Event management is therefore the basis for operational monitoring and control.

Incident Management The primary goal of the incident management process is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Request Fulfillment Request fulfillment are the processes of dealing with service requests from the users. The objectives of request fulfillment process include: • To provide a channel for users to request and receive standard services for which a predefined approval and qualification process exists • To provide information to users and customers about the availability of services and the procedure for obtaining them • To source and deliver the components of requested standard services (e.g. licenses and software media) • To assist with general information, complaints or comments

Access Management Access management is the process of granting authorised users the right to use a service, while preventing access to non-authorised users. It has also been referred to as rights management or identity management in different organisations.

Service Desk A service desk is a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service events, often made via telephone calls, web interface, or automatically reported infrastructure events. The service desk is a vitally important part of an organisation’s IT department and should be the single point of contact for IT users on a day-by day basis – and will handle all incidents and service requests.

Technical Management Technical management refers to the groups, departments or teams that provide technical expertise and overall management of the IT infrastructure.

Technical management plays a dual role: • It is the custodian of technical knowledge and expertise related to managing the IT infrastructure In this role technical management ensures that the knowledge required to design, test, manage and improve IT services is identified, developed and refined • It provides the actual resources to support the IT service management lifecycle. In this role technical management ensures that resources are effectively trained and deployed to design, build, transition, operate and improve the technology required to deliver and support IT services IT Operations Management In business, the term operations management means the department, group or team of people responsible for performing the organisation’s day-to-day operational activities – such as running the production line in a manufacturing environment or managing the distribution centers and fleet movements within a logistics organisation.

Application Management Application management is responsible for managing applications throughout their lifecycle. The application management function is performed by any department, group or team involved in managing and supporting operational applications. Application management also plays an important role in the design, testing and improvement of applications that form part of IT services.

Sample Exam Questions

Problem Management Problem management includes the activities required to diagnose the root cause of incidents and to determine the resolution to those problems. It is also responsible for ensuring that the resolution is implemented through the appropriate control procedures, especially change management and release management.

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Sample Exam Questions

Day Four Review Of Day Three And Homework Sample Exam Questions Continual Service Improvement (CSI) Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements.

Focusing on the process elements involved in identifying and introducing service management improvements, this also deals with issues surrounding service retirement.

Continual service improvement describes the following areas: • 7-Step Improvement Process • Service Reporting • Service Measurement • Service Level Management 7-Step Improvement Process Service improvement must focus on increasing the efficiency, maximising the effectiveness and optimising the cost of services and the underlying ITSM processes.

The only way to do this is to ensure that improvement opportunities are identified throughout the entire service lifecycle.

Step One Define What You Should Measure Step Two Define What You Can Measure Step Three Gathering the Data Step Four Processing the Data Step Five Analysing the Data Step Six Presenting and Using the Information Step Seven Implementing Corrective Action Service Reporting This section will look into the various aspects of reporting such as identifying the purpose, the target audience and what the report will be used for. An ideal approach to building a business focused service reporting framework is to take the time to define and agree the policy and rules with the business and service design about how reporting will be implemented and managed.

Once the framework, policies and rules are in place, targeting suitably styled reports becomes simply a task of translating flat historical data into meaningful business views.

Service Measurement Service measurement is the ability to predict and report service performance against the established target of achievements of an end-to-end service. Being able to measure against a service is directly linked to the components, systems and application that are being monitored and reported on.

Service Level Management Service level management can be described in two words: building relationships. That is building relationships with IT customers, building relationships between functional groups within IT, and building relationships with the vendor community who provide services to IT. Service level management is so much more than simply an SLA.

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Practical ITIL® Qualification Scheme Details of the current certification streams for ITIL v3 training

Who Should Attend?

This four day course is specially designed for all IT professionals, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organisation.

Meet Your Expert Course Director Rohinton Dumasia – ITIL V3 Expert, PRINCE2 Practitioner, CISA, COBIT, CGEIT, CISM, CISSP, ISO 27001, ISO 9000-2008 LA – Consultant & Trainer A graduate in mathematics and physics from Bombay University in 1973 and a Post-Graduate in operations research and statistics also from Mumbai University in 1977.

He has over 35 years of experience in information systems planning, design, operations, control and management domain having tackled various assignments in the areas of service support, service delivery, software development and implementation, project management and training.

His career ranges from computer operations, software development, to being a CIO and now an independent consultant and trainer.

He has been associated with implementing ITIL processes since 1999 – 2000.

His assignments include COBIT implementation for a oil refinery, ISO 20000 implementation for finance company, defining processes for a software development company, defining architecture for a shipping company He is a trainer for ITIL up to Expert level, ISO 27001, COBIT certification programmes. He also conducts training in Essential Project Management, Business Analysis, Requirement Engineering and Information Security Framework.

He has been taking ITIL trainings since ITIL V2 and now ITIL V3. He has conducted trainings in India, Philippines, Malaysia, and other countries of Far East.

He is a regular speaker at various forums and conferences.

He is Ex-Chairman and an active member of Computer Society of India and contributes to their activities, seminars and conferences.

He has worked in various domains – manufacturing, FMCG, shipping, IT services and consulted for software Development, airlines and oil refinery.

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ITIL v3 Foundation Certificate In IT Service Management 10 – 13 December 2012 • Radisson Royal Hotel, Dubai, UAE FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 21743 Dubai, UAE

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ITIL v3 Foundation Certificate In IT Service Management 10 – 13 December 2012

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