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Lifecycle Management Boot Camp

Description

ITIL 2011 Foundation and Service Lifecycle Boot Camp will prepare you for the foundation as well as all 5 Service Lifecycle exams, which will eventually help students achieve their ITIL Expert level status. The ITIL Qualifications scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL Best Practice, to various degrees of depth and detail.

This is a seven-day boot camp.

Prerequisites

As with any of the Intermediate modules, it is recommended that candidates have exposure to basic concepts in IT and at least two years professional experience working in IT Service Management. The Service Transition qualification would suit Configuration Managers and Change Managers

Curriculum

Days 1

Service Strategy

  • Service Portfolio Management
  • Financial Management for IT Services
  • Demand Management


Service Design

  • Design Coordination
  • Service Catalog Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • Service Continuity Management
  • Information Security Management
  • Supplier Management


Service Transition

  • Transition Planning & Support
  • Change Management
  • Service Asset & Configuration Management
  • Release & Deployment Management
  • Knowledge Management


Service Operations

  • Service Desk Function
  • Technical Management Function
  • Application Management Function
  • IT Operation Management
  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Access Management


Continual Service Improvement

  • Seven Step Improvement


Roles

  • Process owner
  • Process manager
  • Process practitioner
  • Service owner


RACI Model

  • Technology and architecture
  • Service automation assists and integrating service management processes

 



Days 2

Introduction to service strategy

  • The purpose, goals and objectives of service strategy
  • The scope of service strategy
  • The value to the business
  • The context of service strategy in relation to all other lifecycle stages.


Service strategy principles

  • The ability to decide on a service strategy
  • How to utilize the four P's of service strategy
  • How to define services, create value and leverage the combined use of utility and warranty
  • How to use service economics and sourcing strategies when meeting business outcomes.


Service strategy processes

  • The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
  • The purpose, scope and objectives of each service strategy process and how they link to value for the business.


Governance

  • The ability to analyze IT governance and use it to set strategy by leveraging governance frameworks, bodies.


Organizing for service strategy

  • The ability to create an organizational design using the relevant development and departmental methods.


Technology considerations

  • Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle.


Implementing service strategy

  • Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes).
  • Challenges, critical success factors and risks
  • The ability to provide insight and guidance for strategic challenges, risks and critical success factors

 



Days 3-4

Introduction to service design

  • The purpose, goals and objectives of service design
  • The scope of service design
  • The business value of service design activities
  • The context of service design in the ITIL service lifecycle
  • Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria


Service design principles

  • Design service solutions related to a customer's needs
  • Design and utilize the service portfolio to enhance business value
  • The measurement systems and metrics
  • Service design models to accommodate different service solutions


Service design processes

  • The interaction of service design processes
  • The flow of service design as it relates to the business and customer
  • The five design aspects and how they are incorporated into the service design process


Service design technology-related activities

  • Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability
  • The design of technical architectures for data and information management, and application management


Organizing for service design

  • How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
  • The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles


Technology considerations

  • Service design related service management tools, where and how they would be used
  • The benefits and types of tools that support service design


Implementation and improvement of service design

  • The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
  • How business impact analysis, service level requirements and risk assessment can affect service design solutions

 



Day 5

Introduction to continual service improvement

  • The purpose, objectives and scope of CSI
  • The value to the business of adopting and implementing CSI
  • The context of CSI in the ITIL service lifecycle
  • The approach to CSI, including key interfaces and inputs and outputs


Continual service improvement principles

  • How the success of CSI depends on understanding change in the organization and having clear accountability
  • How service level management and knowledge management influence and support CSI
  • How the complete Deming Cycle works, and how it can be applied to a real world example
  • How CSI can make effective use of the various aspects of service measurement
  • What situations require the use of frameworks and models, and examples of how each type can be used to achieve improvement


Continual service improvement process

  • What the seven-step improvement process is, how each step can be applied and the benefits produced
  • How CSI integrates with the other stages in the ITIL service lifecycle
  • How other processes play key roles in the seven-step improvement process


Continual service improvement methods and techniques

  • When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement
  • How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI
  • How to create a return on investment, establish a business case and measure the benefits achieved
  • How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI


Organizing for continual service improvement

  • The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization
  • How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI


Technology considerations

  • The technology and tools required and how these would be implemented and managed to support CSI activities such as performance, project and portfolio management, as well as service measurement and business intelligence reporting


Implementing continual service improvement

  • CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change


Challenges, critical success factors and risks

  • The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed
  • The critical success factors related to CSI as well as how to measure and monitor them

 



Day 6


Introduction to service operation

  • The purpose, objectives and scope of service operation
  • The value to the business
  • The context of service operation in the ITIL service lifecycle
  • The fundamental aspects of service operation and the ability to define them.


Service operation principles

  • How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
  • Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
  • Service operation inputs and outputs.


Service operation processes

  • The use, interaction and value of each of the service operation processes: event management, incident management, request fulfillment, problem management, and access management.


Common service operation activities

  • How the common activities of service operation are coordinated for the ongoing management of the technology that is used to deliver and support the services
  • How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
  • How the operational activities of processes covered in other lifecycle stages contribute to service operation
  • How IT operations staff should look for opportunities to improve the operational activities.


Organizing for service operation

  • The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
  • Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles.


Technology considerations

  • The generic requirements of technologies that support service management across all lifecycle stages
  • The specific technology required to support the service operation processes and functions.


Implementation of service operation

  • Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
  • Planning and implementing service management technologies within a company.


Challenges, critical success factors and risks

  • The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.

 



Day7

Introduction to service transition

  • The purpose and objectives of service transition
  • The scope of service transition and ways that service transition adds value to the business
  • The context of service transition in relation to all other lifecycle stages


Service transition principles

  • Service transition policies, principles and best practices for service transition
  • How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition
  • The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases

 

  • Service transition processes
  • A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases


Managing people through service transitions

  • How to address and manage the communication and commitment aspects of service transition
  • How to manage organizational and stakeholder change
  • How to develop a stakeholder management strategy, map and analyze stakeholders and monitor changes in stakeholder commitment


Organizing for service transition

  • How the technical and application management functions interface with service transition
  • The interfaces that exist between service transition and other organizational units (including programmers, projects, service design and suppliers) and the "handover points" required to ensure delivery of new or change services within the agreed schedule
  • Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles
  • Why service transition needs service design and service operation, what it uses from them and how


Technology Considerations

  • Technology requirements that support the service transition stage and its integration into the service lifecycle
  • Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition


Implementing and improving service transition

  • The key activities for introducing an integrated service transition approach into an organization
  • The design, creation, implementation and use of service transition in a virtual or cloud environment


Challenges, critical success factors and risks

  • Be able to provide insight and guidance for service transition challenges, risks and critical success factors

What's included?
 

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers  & Onsite Certification Testing- (excluding 1-day Adobe, 1-day MS Office and PMP Boot Camps) 
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Formats

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

Instructor Led (the best training format we offer)
Live Online Classroom – Online Instructor Led
Self-Paced Video

Speak to an Admissions Representative for complete details

By far the most competitve price we found, which included exam vouchers, hands on labs, practice test and a true Master of Cyber Security concepts as our Instructor. Franklin Mesa was the best trainer I have ever had and i walked out certified on the last day of my CompTIA Security+ certification bootcamp. 

Marc Alfonso - CompTIA Security + Student

 

The Academy is one of the best educational values for today's job market.  I studied hard and got certified (A+ and N+).  Even though I had no prior IT experience, I now have a good job replacing obsolete computers in hospitals throughout the country.  At my job interview, I just slid my test scores and certification across the table to the interviewer, who is now my boss.  I was hired the next day.  

Not bad for a 65 year old.

John Arnett- Student 

"I congratulate The Academy for a great facility and good lab computers. The Academy is great and I will definitely be taking more courses and utilizing the services available. Omer Palo is an excellent instructor that truly knows his material. I never felt bored in his class which is a first for me. Thank You."

IT Director, Burger King Corporation

"The instructor Frank Martinez is excellent – he covered so much material in 2 weeks that was unbelievable! He definitely knows what he does and it shows in the way that he conducts each lecture. He is the greatest!"
"Thanks Academy for allowing me to experience the MCSA / MCSE + Security Boot camp."

IT Professional, Florida International University

 

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