ITIL Intermediate introduces key elements, concepts and terminology used in the ITIL^® service lifecycle. The ITIL Service Lifecycle core modules are:

• ITIL Service Strategy
• ITIL Service Design
• ITIL Service Transition
• ITIL Service Operation
• ITIL Continual Service Improvement

These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.

This certification workshop will immensely benefit experts interested in IT Service Management.

This workshop practically showcases how the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in every type of organization.

At the end of the workshop, the delegates will be able to:

• Identify and focus on the highest value activities
• Service multiple customers with varying requirements using only limited resources
• Define, measure and report relevant metrics to help with fact-based decision making
• Improve efficiency by automating standard tasks and applying lean principles to your work
• Unite teams and processes by understanding interdependencies and their impact
• Influence the organizational culture to support continual improvement activities
• Improve communication by encouraging the use of common terminology
• Identify alignment opportunities with the business by identifying and understanding the value chain
• Save costs by centralizing activities and teams using well-defined fit-for-purpose and fit-for-use processes
• Be in control by clearly understanding your process responsibilities and expected outputs
• Build trust within the organization by understanding and aligning stakeholder goals, objectives and incentives
• Demonstrate business focus by taking a customer centric approach to services

Impact of ITIL Process in Organizations:

• Manages business risk for services
• Minimizes service disruption
• Forecasts, responds to and influences the demand for services in a cost effective way
• Ensures the quality of services matches customer needs and expectations
• Obtains value for money from service providers
• Benchmarks services and maximizes return on investment
• Builds and maintains positive business relationships with customers and improves customer satisfaction
• Ensures customers can use the services when and where needed
• Supports business change at the speed customer needs while ensuring stable and low-risk environment
• Quantifies and clearly demonstrates the true value of the services provided
• Supports the marketing and consumption of services
• Ensures the business and customers are not affected by unexpected service failures

ITIL is the most widely used and successful IT Service Management (ITSM) framework in the world, with true global reach. Adopted and adapted by organizations across the globe for over 25 years, ITIL provides guidance and helps service providers with:

• SUPPORTING BUSINESS OBJECTIVES
• OPTIMIZING CUSTOMER EXPERIENCE
• MANAGING RISK IN LINE WITH BUSINESS NEEDS
• SHOWING VALUE FOR MONEY
• DRIVING CONTINUAL SERVICE IMPROVEMENT
• ENABLING BUSINESS CHANGE

ITIL has also provided IT organizations with a common language to communicate across departments, organizations and geographies, resulting in increased effectiveness and efficiency.

Day 1 – Tuesday

Service Management Lifecycle

• Principles of Service Management
• The Processes
• The ITIL Service Life cycle

This module examines the purpose, objective and scope of this phase of the lifecycle; we consider its value to the business and consider how services can deliver value. We then consider 3 of the service strategy processes and their purpose, objectives and scope. Some of these processes include: Service Portfolio Management; Financial Management; Business Relationship Management.

Service Strategy

• Introduction to Service Strategy
• Key Concepts of Service Strategy
• Service Strategy Processes (Demand Management, Service Portfolio Management, Financial Management, Business Relationship Management)

This module gives guidance on understanding the most important practices that need to be employed to define and carry out a service strategy in a service provider organization including: Identification of the services and the customers who use them; Understanding how to define value creation and delivery; Delivering a comprehensive and clear service provision model, in which we identify how the services will be funded and presented, and to whom they will be delivered and the purpose that they will serve; Coordinating and documenting the use of service assets for the provision of services, and how they can be used, including optimizing their performance

Day 2 – Wednesday

Service Design

• Introduction to Service Design
• Key Concepts of Service Design
• Service Design Processes (Service Catalogue Management, Service Level Management, Supplier Management, Capacity Management, IT Service Continuity Management, Information Security Management)

In this module, we look at the Purpose, Objectives, Scope and business value of this lifecycle stage. We examine the 4 P’s – People, Processes, Products and Partners – the 4 areas we need to consider when designing a service. We then look at the 5 major aspects of Service Design: Designing the Service Solution itself; Designing the service management system and tools that will be required to manage the service; Understanding the importance of management and technology architectures; Understanding the processes that will be required; The measurement systems, methods and metrics that will show us whether the service is working properly or not.

Service Transition

• Introduction to Service Transition
• Key Principles & Models of Service Transition
• Service Transition Processes (Transition, Planning and Support, Change Management, Service Asset and Configuration Management, Release and Deployment Management)

This module comprises 7 different processes. We examine the purpose, objectives, scope and business value of this lifecycle stage, and look in detail at the Change Management process; Transition planning and support; Knowledge Management; Service Asset and Configuration Management (SACM); Release and Deployment Management

Day 3 – Thursday

Service Operations

• Introduction to Service Operations
• Service Operations Processes (Event Management, Problem Management, Request Fulfillment, Access Management)
• Service Operations Functions

In this module, we look at the Purpose, Objectives and Scope of Service Operation and the value it provides to the business. We look in detail at the key processes of Incident management and Problem Management. We then take a high level view of the remaining 3 operations processes of access management, request fulfilment and event management. We look into the four functions involved in service operations. These are the service desk, technical management, application management and operations management functions.

Continual Service Improvement

• Introduction to Continual Service Improvement
• Key Principles and Models of Continual Service Improvement

In this module, we look into: the main purpose, objectives and scope of continual service improvement; the value that continual service improvement adds to enterprises; the purpose, objectives and scope of the seven-step improvement process; the relationship between critical success factors and key performance indicators and the importance of Baselines