IT INFRASTRUCTURE LIBRARY (ITIL) VERSION 3.0
Chase Plaza, Jakarta | 27 – 29 Juni 2012 | Rp. 6.000.000 / pax include examination
Introduction
ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books. ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organizations’ growing dependency on IT and embodies best practices for IT Service Management.
The ethos behind the development of ITIL is the recognition that organizations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs, this leads to an increased requirement for high quality IT services.
ITIL provides the foundation for quality IT Service Management. The widespread adoption of the ITIL guidance has encouraged organizations worldwide, both commercial and non-proprietary, to develop supporting products as part of a shared ‘ITIL Philosophy’.
COURSE OUTLINE
DAY 1
Module 1: Introduction
· A historical perspective of IT Service Management and IT IL
- IT IL Today
- The IT IL value proposition
- The IT IL Service management practices
- What is a service?
- Navigating a ITIL service management lifecycle
Module 2: Core guidance topics
- Service strategy
- Service design
- Service Transition
- Service Operation
- Continual Service Improvement
- Lifecycle quality control
- ITIL conformance or compliance – practice adaptation
- Getting started – Service Lifecycle principles
Module 3: The ITIL Service Management Lifecycle – core of practice
- Functions and Processes across the lifecycle
DAY 2
Module 4: Service Strategy – governance and decision-making
- Strategic assessment
- Developing strategic capabilities
- 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
Module 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
Module 6: Service Transition – preparing for change
- Transition Planning and Support
- Change management
- Asset and configuration management
- Release and deployment management
- Service validation and testing releases
DAY 3
Module 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 in service operation
- Operational staff in Service Design and Transition
Module 8: Continual Service Improvement
- Purpose of CSI
- CSI objectives
- Business drivers
- Technology drivers
- Service measurements
- Continual Service improvement processes
- Service reporting
Module 9: Complementary guidance
- IT IL and other frameworks, practices and standards
Module 10: The ITIL Service Management Model
- Model element types
- Basic elements
- Creating a service
- Strategy generation
- Deciding the course of action to create a new service
INVESTMENT
Rp. 6.000.000 / pax include examination
SCHEDULE
27 – 29 Juni 2012
LOCATION
Chase Plaza Building 9th Floor
Jl. Jend. Sudirman kav. 21