Course details

Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.

Lesson 1: Course Introduction

  • Introduction/Housekeeping
  • 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 Release Control and Validation supports the Service Lifecycle

Lesson 2: Change Management

  • Purpose, goal, objectives & scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and basic concepts
  • Types of Change Requests
  • Triggers, inputs, outputs and interfaces with other processes
  • How to measure effectively, metrics and their applications
  • Activities and the Service Operation Lifecycle stage
  • The relationship between Continual Service Improvement and organizational change

Lesson 3: Service Asset and Configuration Management

  • Purpose, goal and objectives & scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and basic concepts
  • The use of a Configuration Management System (CMS)
  • Process activities, tools and deliverables
  • The considerations for retaining CMS back-up and historical data for business purposes
  • How to measure effectively, metrics and their application
  • Activities and the Service Operation Lifecycle stage

Lesson 4: Release and Deployment Management

  • Purpose, goal and objectives & scope
  • Release Unit, Release Design options and considerations
  • Release and Deployment planning
  • Developing the detailed implementation plan for release deployment
  • Support after deploying the new Release
  • Triggers, inputs and outputs and interfaces with other processes
  • Information recording and maintenance
  • Challenges, risks and Critical Success Factors

Lesson 5: Service Validation and Testing

  • Purpose, goal and objectives & scope
  • Value to business and Service Lifecycle
  • Policies and principles
  • Validation and Testing perspectives, purposes and stakeholder requirements
  • Test levels and test models to help with building quality services deliverables
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Maintaining test data and test environments in respect of changing test requirements
  • Measurement and Metrics

Lesson 6: Knowledge Management

  • Purpose, goal and objectives & scope
  • Value to the business and to the Service Lifecycle
  • Policies, principles and the request model concept
  • Basic layers of the KM concept using the DIKW structure
  • What constitutes an effective KM strategy, and practical techniques for enabling knowledge transfer
  • Stakeholder groups within the IT Service Management organization whose support is needed for effective Knowledge Management
  • Measuring the value contribution of KM, and practical metrics

Lesson 7: Service Evaluation

  • Purpose, goal and objectives
  • Scope
  • Service Evaluation process terminology and workflow
  • Intended effect and unintended effects of a change, and factors for evaluating the effectiveness of a Service Design and changes
  • Evaluation of service performance to Risk Management and the potential impact on the course of actions for the overall Service Design/change evaluation
  • Challenges pertaining to Service Evaluation

Lesson 8: Request Fulfillment

  • Purpose, goal and objectives
  • Scope
  • How Request Fulfillment may help to establish a selfhelp service practice within an organization.
  • The difference between Request Fulfillment and Incident Management
  • The relationship between Request Fulfillment and Release Management, and how they interact with SACM
  • Challenges, risk and Critical Success Factors

Lesson 9: Roles and Responsibilities

  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment Management
  • Request Fulfillment
  • Service Performance and Risk Evaluation activities
  • Service Knowledge Management

Lesson 10: Technology and Implementation Considerations

  • Requirements for ITSM technology for implementing processes
  • Evaluation criteria for technology and tools for process implementation
  • Challenges, Critical Success Factors and risks
  • How to plan and implement Service Management technologies
  • Technology considerations for implementing collaboration for process execution, Configuration Management and Knowledge Management
  • The Deming Cycle

Lesson 11: Exam Preparation

  • Sample Exams
  • Feedback
  • Recap

Prerequisites

ITIL® Foundation

Learning Objectives

At the end of this course, you will learn:

  • The concept of Service Management as a practice
  • The purpose, goal and objectives of the Change Management Process
  • The purpose of the SACM process and the goal of Configuration Management
  • The use of a Configuration Management System (CMS), and its major components, in supporting the effective execution of SACM process
  • The purpose, goal, objectives and scope of the RDM process
  • The purpose, goal and objectives of the SVT process
  • The purpose, goal, objectives and scope of the KM process
  • The purpose, goal, objectives and scope of the Service Evaluation process
  • The purpose and scope of the Request Fulfillment process
Updated on 08 November, 2015

About New Horizons Singapore

Whether the training is for one individual or several hundred employees in multiple locations across the globe, New Horizons has a training program to fit any company or any individual need. We deliver a full range of technical, application and business skills training solutions. Our training ranges from basic application and desktop productivity tools (i.e., Project, Excel, PowerPoint) to complex and integrated business systems (i.e., information security, ITIL, Microsoft, Cisco and Novell). New Horizons offers classroom, mentored and distance learning options for virtually every desktop application used in the world of business

See all New Horizons Singapore courses
Are you from New Horizons Singapore ? Claim your course!
Courses you can instantly connect with... Do an online course on ITIL starting now. See all courses

Is this the right course for you?

Rate this page

Didn't find what you were looking for ?

or