- Duration: 3 Days
Course details
Course Description
Accredited by ISEB and EXIN, the course helps students prepare for the certification exam along with acquiring valuable insights from instructors with extensive practical experience in managing IT organizations and deploying successful ITIL-based Service Management programs.
This course features lectures, discussion, team exercises and quizzes.
Who Should Attend
Senior IT and business executives, IT management and staff, consultants, project managers and others interested in learning about IT Service Management.
Exam
An exam voucher code will be issued to each student.
Course Outline
Day 1
- Introduction
- ITIL Concepts
- Good Practices
- Services
- Processes
- Roles
- Functions
- Governance
- Continuous Service Improvement
- Goals and Objectives
- Value to the Business
- CSI Model
- Integration with other Frameworks, Models, and Quality Systems
- CSI Drivers
- Deming PDCA
- 7-Step Improvement Model
- RACI Matrix
- Ownership and its role in driving CSI
- Service Operation
- Goals and Objectives
- Value to the Business
- Incident Management
- Problem Management
- Event Management
- Request Fulfillment
- Access Management
- SO Functions
- Service Desk
- Technical Mgmt
- IT Operations Mgmt
- Application Mgmt
- Enabling Tools and Technology
Day 2
- Review Day 1
- Service Transition
- Goals and Objectives
- Value to the Business
- Service V Model
- Transition and Support Mgmt
- Change Mgmt
- Service Asset and Configuration Mgmt
- Configuration Management Systems
- Definitive Media Library
- Release and Deployment Mgmt
- Service Testing and Validation Mgmt
- Evaluation Mgmt
- Knowledge Mgmt
- Enabling Tools and Technology
- Service Design
- Goals and Objectives
- Value to the Business
- 4 Ps of Service Design
- Service Catalog Mgmt
- Service Level Mgmt
- Availability Mgmt
- Capacity Mgmt
- Security Mgmt
- IT Service Continuity Mgmt
- Supplier Mgmt
- Tactical Aspects of Service Design
- 5 key aspects of a service design
- Roles and responsibilities
- Enabling Tools and Technology
Day 3
- Review Day 2
- Service Strategy
- 4 P’s of Service Strategy
- 4 step Service Strategy Process
- Service Portfolio Mgmt
- Demand Mgmt
- Financial Mgmt
- Business Case
- Enabling Tools and Technology
- Review Program
- Self-Study, Exam Prep.
Course Location
About Nahda International Academy
By keeping pace with the contemporary benchmarks of learning, training and skill development, NAHDA International Academy aims to incorporate the advance employment of the modern day converged technologies to maximize the development of its students. The learning and training is carried out in a manner to ensure the global standards of current era's requirements of education and professionalism. The Academy safeguards the concept of active, creative and interactive learning with the provision of vigorous and productive environment.
To enable its pupils to have a stand-out future and fortune, NAHDA International Academy has collaborated with high ranked Schools, Universities, reputed experts of knowledge and technology, professional trainers and development enthusiasts. The Academy is known for its quality education and innovative environment enriched with passion and inventiveness. The educating process is carried out in a way that empowers the individual to exhibit his/her very potential by protecting that individual's unique pattern of thinking and creations.
To meet the present day demands of integrated world and education, NAHDA International Academy has partnered with the world class Universities and institutions around the world including the universities of United Kingdom, United States of America, Europe, Asia and Africa e.g. Frederick University, London School of Marketing, The University of Northampton, The University of Bedfordshire, Atlantic International University, EduQual, Excel High School, Alliance International University This attribute of NAHDA International Academy contributes to be the reason of it managing to stand tall in the highly competitive environment in the region.
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