ITIL Service Management Training

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1 VENUES Lagos: Cham City, #2 Isaac John Street, Ikeja. Lagos PortHarCourt: 6, Erabor Close, PortHarcourt. Rivers Abuja: 8 River Trent Street, Off Thames Street, Maitama, Abuja TRAINING OPTIONS Week Ends: 4 days 2 weekends (Sat/Sun) from 11.00am 5.00pm. Week Days: 8 days 2 weeks (Mon, Tue, Wed & Thurs) from 5.00pm 7.30pm. Online Tutoring: 8 days 2 weeks (Mon, Tue, Wed & Thurs) 2 hours anytime 1

2 Introduction The challenges facing the timely provision of high quality IT services required to underpin the company s business objectives can be overcome through the implementation of Information Technology Infrastructure Library (ITIL) and IT Service Management (ITSM). What you will learn ITIL terminology and the structure Basic concepts and core principles of ITIL practices for Service Management How to apply ITIL practices for Service Management with further guidance Participants/Audience Professionals seeking advancement in their career New Project Managers Experienced Managers looking to update their skills Project team members New graduates interested in Project Management 2

3 Course Outline ITIL Fundamentals Origins, development and governance Course Introduction and Introduction Defining IT Service Management Reviewing the structure and scope of the Foundation Certification Examination People, process, technology and partners Service Management as a Practice Identifying and documenting the services Service Portfolio, Service Catalogue, Risk Service model, Service provider and Supplier Service and Operational Level Agreement (SLA/OLA) Service Design Package (SDP) ITIL Core Concepts Data information and knowledge Configuration Management System Service Knowledge Management System (SKMS) Definitive Media Library (DML) Service Request, Change and Release Optimizing the Infrastructure The seven Rs of Change Management Event, Alert, Incident, Problem and Workaround Known Error and Known Error Database (KEDB) Service Measurement, Availability and Events Release and Deployment Management Diagrams to illustrate the infrastructure 3

4 Course Outline ITIL Fundamentals The Five Core Processes The Service Lifecycle Service Strategy, Service Design, Service Transition Service Operation and Continual Service Improvement Process and Service owner Utility and Warranty Service Strategy The three types of Service Providers Perspective, position, plan or pattern Functions and Processes in Service Strategy Financial Management Service Portfolio Management (SPM) Demand Management Service Design Service Portfolio and Technology design Functions and Processes in Service Design Service Catalogue Management Service Level Management Capacity and Availability Management Information Security Management ITIL Core Concepts Service Transition The Service V model Functions and Processes in Service Transition Transition Planning and Support Change, Asset and Configuration Management Release and Deployment Management Service Validation and Testing, Evaluation Service Operation Reactive vs. proactive Functions and Processes in Service Operation Event and Incident Management Request Fulfillment Monitoring and Control IT Operations and Service Desk Continual Service Improvement Plan, Do, Check, Act Business mission, goals and objectives Functions and Processes in Service Operation IT Service Continuity Management The 7 step improvement process 4

5 Benefits and Specifics on Nigerian Industry Known and manageable IT costs, ensuring the Nigerian business better plans its finances Increased Nigerian business productivity, efficiency and effectiveness, because IT services are more reliable and work better for the business users Financial savings from improved resource management and reduced rework More effective change management on Nigerian Industry, enabling the business to keep pace with change and drive business change to its advantage 5

6 Contact Information Lagos Office: 19 Town Planning Way. Ilupeju. Ist Floor Lagos Nigeria , PortHarCourt Office: 9 Chief Wopara Street, off Geodetic Road, By Shell IA Gate, Rumuomasi, Port Harcourt, Rivers State , Abuja Office: Abuja Venue: 8 River Trent Street, Off Thames Street, Maitama, Abuja ,

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