*Corna MirkoITIL Courses

(LifeCycle and capabilities)

Professional Project Managerhttp://it.linkedin.com/in/cornamirko

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*ITIL® 2011: Service Design•Discuss the Service Lifecycle and Service Management as a

Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice•Describe basic Service Design Principles: Understand the common principles and guidelines that will influence the performance of SD processes, including service requirements, business requirements and drivers; requirement types and their management techniques; the principles and the five aspects of service design; business service management and service-oriented architectures; service design models•Review Service Design Processes: Understand the managerial and supervisory aspects of the SD processes. Other areas of discussion include the roles and responsibilities (and their relationship to other Service Management processes, challenges, critical success factors and risks within each of the processes. The processes include:•Design Coordination•Service Catalog Management•Service Level Management•Availability Management•Capacity Management•IT Service Continuity Management•Information Security Management•Supplier Management•Explore Technology and Implementation Considerations: Understand the role of technology to Service Design and explore concepts that have great impact on SD process implementation and service design activities

*ITIL® 2011: Service Operation•Discuss the Service Lifecycle and Service Management as a

Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice•Explain the basic Service Operation Principles: Understand common principles and guidelines that influence the performance of SO processes/functions with a focus on operational support and improvement activities•Identify Service Operation Processes & Functions: Understand the managerial and supervisory aspects of the SO processes as well as the operational activities shared across the lifecycle. Other areas of discussion include the roles and responsibilities, challenges, critical success factors and risks within each of the processes. The processes and function (in italics) include:•Event Management•Incident Management•Request Fulfillment•Problem Management•Access Management•Service Desk•Technical Management•IT Operations Management (IT Operations Control, Facilities Management)•Application Management•Discuss common Service Operation activities: Understand the role and the responsibilities of each of the activities (e.g., Monitoring and Control, Network Management, Storage and Archive, Desktop Support, Middleware Management, etc…) and their input to all lifecycle phases•Explore Technology and Implementation Considerations: Understand the role of technology to Service Operation and explore concepts that have great impact on SO process/function implementation

*ITIL® 2011: Service Strategy• Discuss the Service Lifecycle and Service Management as a

Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice• Explain basic Service Strategy Principles: Understand the key concepts, common principles and guidelines that will influence the performance of SS processes• Identify Service Strategy Processes: Understand the managerial and supervisory aspects of the SS processes. Other areas of discussion include the roles and responsibilities (and their relationship to other Service Management processes), challenges, critical success factors and risks within each of the processes. The processes include:• Strategy Management for IT Services• Service Portfolio Management• Financial Management for IT Services• Demand Management• Business Relationship Management• Describe Governance & Organizing Service Strategy: Understand the role and impact of governance to the delivery of appropriate and effective services as well as the organizational requirements for strategy development• Explore Technology and Implementation Considerations: Understand the role of technology to Service Strategy and explore concepts that have great impact on SS process implementation

*ITIL® 2011: Service Transition•    Discuss the Service Lifecycle and Service Management as

a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice•    Identify basic Service Transition Principles: Understand the common principles and guidelines that will influence the performance of ST processes with a concentrated focus on managing the plan, build, test and implementation activities•    Explain Service Design Processes: Understand the managerial and supervisory aspects of the ST processes. Other areas of discussion include the roles and responsibilities, challenges, critical success factors and risks within each of the processes. The processes include:•    Transition Planning and Support•    Change Management•    Service Asset and Configuration Management•    Release and Deployment Management•    Service Validation and Testing•    Change Evaluation•    Knowledge Management•    Organize Service Transition: Understand the role and the responsibilities of each of the activities and their input to all lifecycle phases; managing people through the transition activities; improving the transition activities•    Explore Technology and Implementation Considerations: Understand the role of technology to Service Transition and explore concepts that have great impact on ST process implementation

* ITIL® 2011: Continual Service Improvement

Introduction to Continual Service ImprovementContinual Service Improvement PrinciplesContinual Service Improvement ProcessContinual Service Improvement Methods and TechniquesOrganisation for Continual Service ImprovementTechnology for Continual Service ImprovementImplementation ConsiderationsCritical success factors and risks

* ITIL® 2011: Operational, Support & Analysis

• Service Management as a Practice• Service Operation Principles• The Processes pertaining to Operational Support and Analysis across the Service Lifecycle• How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes• How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence• How to measure ITIL Operational Support and Analysis• The importance of IT Security and its contributions to ITIL Operational Support and Analysis• Understanding the technology and implementation considerations surrounding ITIL Operational• Support and Analysis• The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis• Specific emphasis on the Service Operation Lifecycle processes and roles included in:• Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service• Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels• Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products• Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented• Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users

* ITIL® 2011: Planning, Protection & Optimization

• Service Management as a Practice• Processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection and Optimization• Capacity Management as a capability to realize successful service design• Availability Management as a capability to realize successful service design• IT Service Continuity Management as a capability to support overall Business Continuity Management• Information Security Management as part of the overall corporate governance framework• Planning, Protection and Optimization roles and responsibilities• Technology and Implementation Considerations• Challenges, Critical Success Factors and risksAnd specifically in the following key ITIL process and role areas:• Capacity Management• Availability Management• IT Service Continuity Management• Information Security Management• Demand Management• Challenges, Critical Success Factors and risks for Planning, Protection and Optimization

* ITIL® 2011: Release, Control & Validation

• The importance of Service Management as a Practice concept and Service Transition Principles, Purpose and Objective• The importance of ITIL® Release, Control and Validation while providing service• How all processes in ITIL® Release, Control and Validation interact with other Service Lifecycle Processes• What are the processes, activities, methods and functions used in each of the ITIL® Release, Control and Validation processes• How to use the ITIL® Release, Control and Validation processes, activities and functions to achieve operational excellence• How to measure ITIL® Release, Control and Validation• The importance of IT Security and its contributions to ITIL® Release, Control and Validation• The technology and implementation considerations surrounding ITIL® Release, Control and Validation• Change Management as a capability to realize successful service transition• Service Validation and Testing as a capability to assure the integrity and the quality of service transition• Service Asset and Configuration Management as a capability to monitor the state of service transition• Knowledge Management as part of enhancing the on-going management decision support and service delivery capability• Request Fulfillment and Evaluation to assure meeting committed service level performance• Release Control and Validation process roles and responsibilities• Technology and Implementation Considerations• Challenges, Critical Success Factors and Risks associated to ITIL® Release, Control and Validation

* ITIL® 2011: Service Offerings & Agreements

• The Service Lifecycle and Service Management as a practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice

• Basic Service Offerings & Agreement Principles: Understand the common principles and guidelines grounded in the Service Strategy and Design phases (e.g., a business case and ROI requirements) that will influence the performance of the SOA processes

• Service Offerings & Agreement Processes: Understand and articulate the activities of the SOA processes as well as the activities shared across the lifecycle. Other areas of discussion include information management requirements, challenges, critical success factors and risks within each of the processes. The processes include:

                    • Service Portfolio Management                    • Service Catalog Management                    • Service Level Management                    • Demand Management                    • Supplier Management                    • Financial Management                    • Business Relationship Management • Explore Technology and Implementation

Consideration: Understand the role of technology to the SOA processes and explore concepts that have great impact on their implementation.

* ITIL® 2011: Managing Across the Lifecycle

• Key concepts of the service lifecycle• Communication and stakeholder management• Integrating service management processes across the

service lifecycle• Managing services across the service lifecycle• Governance and organization• Measurement• Implementing and improving service management

capability.