Schulung - ITIL® Foundation Course

Why IT service management?:

• Quality and quantity of IT service
• IT as ideal support of business processes with regard to business objectives
• Creation of guidelines for decision-making
• Deduction of key figures for service provision
• Optimal resource allocation
• Definition of responsibilities
• Customer and service orientation instead of internal technical orientation
• Adoption of a service culture within an enterprise

IT Infrastructure Library:

• ITIL® as process model for quality oriented IT services
• Guidance for planning, delivery and support of first-class IT services
• Continuous and consistent work flows
• Consistent vocabulary of concepts
• Support for IT service management implementation

The Service Lifecycle:

• Transformation of the ITIL® framework to a holistic model
• Service Strategy
• Service Design
• Service Transition
• Service Transformation
• Continual Service Improvement

Service Strategy:

• Strategic relevance of service management
• Value generation by means of services
• Service Strategy: market, definition, offers, assets
• Service economy: financial management, ROI, Service Portfolio Management
• Strategy and organization: Development, design, culture
• Technology: automation, interfaces, tools

Service Design:

• Service Portfolio Design, business and service requirements, process design
• Guideline for implementing outsourced services

Service Transition:

• Change Management
• Asset & Configuration Management
• Knowledge Management System
• Service V-model

Service Operation:

• Balanced relationship between IT services and technology components
• Stability and responsiveness
• Quality of Service and cost of service

Continual Service Improvement:

• The Continual Service Improvement Model
• Business values and metrics
• Technical metrics
• Process metrics
• Service metrics

Interfaces to other industry standards:

• COBIT
• ISO/IEC 20000
• CMMI
• Balanced Scorecard
• Quality Management
• OSI Framework