TRAINING IT INFRASTRUCTURE LIBRARY INTERMADIATE DI JAKARTA
TRAINING ITIL INTERMADIATE DI JAKARTA
TRAINING INFORMATION TECHNOLOGY INFRASTRUCTUR LIBRARY INTERMADIATE DI JAKARTA
ITIL® Intermediate 2011 Edition
Program Description IT Infrastructure Library (ITIL) Intermediate
ITIL^® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.
The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.
The ITIL^® OSA (Operational Support & Analysis) course is part of the ITIL^® Intermediate Capability certification stream. The course prepares candidates to take the ITIL^® Operational Support & Analysis Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.
Target Audience IT Infrastructure Library (ITIL) Intermediate
* Individuals who require a deeper understanding of the ITIL Service Management Practice elements of the ITIL Service Management Lifecycle and how they may be implemented to enhance the quality of IT service management within an organization.
* IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking a deeper understanding of the functions and processes of the ITIL Service Lifecycle.
* Individuals who wish to specialize in any of the Service Capability Areas.
* Individuals seeking ITIL Expert or ITIL Master level certification in ITIL Service Management, for which these are prerequisite modules.
Pre-requisites:
An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.
Program Modules IT Infrastructure Library (ITIL) Intermediate
Module 1: Introduction
* Introduction/Housekeeping
* The concept of Service Management as a practice
* Service, its value proposition and composition
* Functions and processes across the lifecycle
* The role of processes in the Service Lifecycle
* How Service Management creates business value
* How Operational Support and Analysis supports the Service Lifecycle
Module 2: Event Management
* Purpose, goal and objectives
* Scope
* The Value to business and the Service Lifecycle
* Policies, principles and basic concepts
* Triggers, inputs and outputs and process interfaces
* Involvement in Information Management
* Metrics
* Challenges, Critical Success Factors and risks
* How to design for Event Management
Module 3: Service Desk
* The Service Desk role & objectives
* Service Desk organizational structures
* Service Desk staffing options
* Service Desk metrics that can be used to measure its effectiveness and efficiency
* Issues and safeguards to consider when outsourcing the Service Desk
Module 4: Incident Management
* Purpose, goal, objectives & Scope
* Value to business and to the Service
* Policies, principles and all basic concepts
* Process activities, methods and techniques and how they relate to the Service
Lifecycle
* Triggers, inputs and outputs and the process interfaces
* Involvement in Information Management
* Metrics
* The challenges, Critical Success Factors and risks
Module 5: Problem Management
* Purpose, goal and objectives
* Scope
* Value to business and Service Lifecycle
* Understanding of the policies, principles and the problem model concept
* Process activities, methods and techniques and how they relate to the Service
Lifecycle
* Triggers, inputs and outputs and the process interfaces
* Involvement in Information Management
* Metrics
* Challenges, Critical Success Factors and risks
Module 6: Request Fulfillment
* Purpose, goal and objectives
* Scope
* Value to business and to the Service Lifecycle
* Policies, principles and the request model concept
* Process activities, methods and techniques and how they relate to the Service
Lifecycle
* Triggers, inputs and outputs and the process interfaces
* Involvement in Information Management
* Metrics
* Challenges, Critical Success Factors and risks
Module 7: Access Management
* Purpose, goal and objectives
* Scope
* Value to business and Service Lifecycle
* Policies, principles and basic concepts
* Process activities, methods and techniques and how they relate with the
Service Lifecycle
* Triggers, inputs and outputs and the process interfaces
* Involvement in Information Management
* Metrics
* Challenges, Critical Success Factors and risks
Module 8: Functions
* Service Desk Roles, Objectives and Activities
* Technical Management Roles, Objectives and Activities
* IT Operations Management Roles, Objectives and Activities
* Application Management Roles, Objectives and Activities
Module 9: Technology and Implementation Considerations
* Generic requirements for technology to support process capability
* Evaluation criteria for technology and tools for process implementation
* Project, risk and staffing practices for process implementation
* Challenges, Critical Success Factors and risks
* How to plan and implement Service Management technologies
Module 10: Exam Preparation
* Sample Exams
* Feedback
* Recap
