CONTENT
1. Introduction
- A historical perspective of ft service management and ITIL
- ITIL today
- The ITIL value proposition
- The ITIL service management practices
- What is a service?
- Navigating the ITIL Service Management Lifecycle
2. Core guidance topics
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
- Lifecycle quality control
- ITIL conformance adaptation
- Getting started – Service Lifecycle principles
3. The ITIL Service Management Lifecycle – core of practice
- Functions and Processes across the lifecycle
4. Service Strategy — governance and decision-making
- Strategic assessment
- Developing strategic c4abilities
- Service Provider types – matching need to capability
- Services as assets – value creation
- Defining the market space
- Service Portfolios
- Service outsourcing – practical decision-making
- Return on investment ROI)
- Financial Management
- Increasing service potential
- Organizational development
5. Service Design – building structural service integrity
- Business value
- Five aspects of Service Design
- Identifying service requirements
- Service Design models
- Delivery model options
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
6. Service Transition preparing for change
- Transition Planning and Support
- Change Management
- Assets and Configuration Management
- Release and Deployment Management
- Service Validation and Testing Releases
7. Service Operation
- Business value
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Operation functions
- IT Operations Management
- Application Management
- Service Operation and project Management
- Assessing and managing risk Service Operation
- Operational staff in Service and Transition
8. Continual Service Improvement
- Purpose of CSI
- CSI objectives
- Business drivers
- Technology drivers
- Service measurement
- Continual Service improvement processes
- Service reporting
- Complementary guidance
- ITIL and other frameworks, practices and standards
9. The ITIL Service Management Model
- Model element types
- Basic elements
- Creating a service
- Strategy generation
- Deciding the course & action to create a new service
FACILITIES
1. Satu PC multimedia dengan LCD monitor untuk satu peserta
2. Modul materi dalam bentuk cetak hardcover dan CD
3. Certificate of course completion
4. Bebas akses Internet kecepatan tinggi
5. Training kit
6. Makan siang dan snack dua kali