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ITIL Combined Foundation And Practitioner 6 Days Training in Wellington

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ITIL Combined Foundation And Practitioner 6 Days Training in Wellington


Course Description :

The exciting combination of ITIL Foundation and ITIL Practitioner is a complete package for Learning and adopting the core disciplines of the ITIL Best Practice. Both Courses are case-study driven and facilitate strong comprehension of the concepts.

During this 6 day Course, individuals, teams, and organizations learn about the five core disciplines of ITIL: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. The five disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value, improving ROI, and enabling IT to meet specific operational needs. Consequently, the disciplines help address the challenges that arise from IT Service Management (ITSM) improvement initiatives.

Course Outline :

ITIL® Foundation

Module1: Course Introduction


Student and Instructor Introductions

ITIL® Foundation Course

Course Learning Objectives

Course Agenda

ITIL Qualification Scheme

Exercise - The Arora Family


Module2: Service Management as a Practice


Best Practices in the Public Domain

ITIL as a Good Practice

Concept of Service

Concept of Service Management

Processes and Functions

The RACI Model

Roles and Responsibilities

Exercise - The Lost Laundry

ModuleSummary

Test Questions for Service Management as a Practice


Module3: Service Lifecycle


The Service Lifecycle

Basic Concepts of Service Strategy

Basic Concepts of Service Design

Basic Concepts of Service Transition

Basic Concepts of Service Operation

Basic Concepts of Continual Service Improvement

Exercise - The New Swimming Pool

ModuleSummary


Module4: Service Strategy


Basic Concepts of Service Strategy

Principles and Models of Service Strategy

Processes of Service Strategy

Service Portfolio Management

Financial Management for IT Services

Business Relationship Management

ModuleSummary

Test Questions for Service Strategy


Module5: Service Design


Basic Concept of Service Design

Principles and Models of Service Design

Service Solutions for New or Changed Services

Management Information Systems and Tools

Technology Architectures and Management Architectures

Processes Required

Measurement Methods and Metrics

Processes of Service Design

Design Coordination

Service Level Management

Service Catalogue Management

Availability Management

Information Security Management

Supplier Management

Capacity Management

IT Service Continuity Management

Exercise - Crossword

ModuleSummary

Test Questions for Service Design


Module6: Service Transition


Change Management

Service Asset and Configuration Management

Release and Deployment Management

Transition Planning and Support

Knowledge Management

Exercise - Crossword

ModuleSummary

Test Questions for Service Transition


Module7: Service Operation


Event Management

Incident Management

Request Fulfilment

Problem Management

Access Management

Service Operations Functions

The Service Desk Function

The Technical Management Function

The Application Management Function

The IT Operation Management Function

Exercise - Complaint Handling and Service Recovery

ModuleSummary

Test Questions for Service Operation


Module8: Continual Service Improvement


Basic Concepts of CSI

Principles and Models of CSI

CSI Process

Exercise - Crossword

ModuleSummary

Test Questions for Continual Service Improvement


Module9: Technology and Architecture


Service Automation

Competence and Skills for Service Management

Competence and Skills Framework

Training

ModuleSummary

Exam Preparation Guide

Mock Exam


ITIL® Practitioner

Module1: Course Introduction


Course Learning Objectives

Course Agenda

ModuleLearning Objectives

Topics Covered in This Module

Scenario-based Learning

CSI Approach

Guiding Principles

Course Structure

Certification

Get to Know Each Other


Module2: THE JOURNEY


Intent and Context

References

Relevant Glossary Terms

ModuleLearning Objectives

A Message from the CEO

Current Challenges

The CSI Approach: What is the vision? Where are we now?

What is the vision?

Where are we now?

The Assignment

Sources and Inputs

Decision Time!

Debrief

Template: Elevator Pitch

Template: SWOT Analysis

Template: Stakeholder Analysis Worksheet

Template: Orientation Worksheet

Template: CSI Register


Module3: ORGANIZATIONAL CHANGE Management (OCM)


Intent and Context

References

Relevant Glossary Terms

ModuleLearning Objectives

Topics Covered in This Module

Purpose and Approaches

Essentials for Successful Improvement

Implementing a Successful Change

Continual Improvement of OCM


Module4: THE DESIRE


Intent and Context

References

Relevant Glossary Terms

ModuleLearning Objectives

The CSI Approach: Where do we want to be?

Where do we want to be?

Vision to Measurement Trail

Our Goals and Value

Never Lose the Big Picture!

Company Requirements

The Assignment

Sources and Inputs

Presenting the Power of the Story

Debrief

Template: Presentation Worksheet

Template: Stakeholder Worksheet

EJ Airways CSI Register


Module5: COMMUNICATIONS


Intent and Context

References

Relevant Glossary Terms

ModuleLearning Objectives

Topics Covered in This Module

Good Communication

Communication Principles

Communication Techniques

Types of Communication


Module6: THE ROADMAP


Intent and Context

References

Relevant Glossary Terms

ModuleLearning Objectives

The CSI Approach: How do we get there?

How do we get there?

Refresher: Five Major Aspects of Service Design

Refresher: Balanced Scorecard

Mixing Frameworks and Methods

A Message from Lynda, Head of PR

The Assignment

Sources and Inputs

Getting into Character: You are EJ Airways!

A Message from the CEO

Meeting Time

Debrief

Template: Implementation Plan (including RACI and Workshop Checklist)

Template: Meeting Notes

Template: Balanced Scorecard


Module7: METRICS and MEASUREMENTS


Intent and Context

References

Relevant Glossary Terms

ModuleLearning Objectives

Topics Covered in This Module

Metrics and Measurements in CSI

Cascades and Hierarchies

Metrics Categories

Assesments

Reporting


Module8: CHECK, CONTROL, and REDIRECT


Intent and Context

References

Relevant Glossary Terms

ModuleLearning Objectives

The CSI Approach: Did we get there?

Did we get there?

Refresher: DIKW Model

Benefits Realization

Progress Iteratively

The Assignment

Sources and Inputs

Analysis Time

Stop Your Work

Discussion Time

Debrief

Template: Communications Campaign Checklist

Template: Report Worksheet

CSI Register

Template: Benefits Realization Review

Email: Automated Baggage Drop

Email: Baggage Handling System

Email: Internet on Board

Memo: Culture Impacts


Module9: STAY TUNED


Intent and Context

References

Relevant Glossary Terms

ModuleLearning Objectives

The CSI Approach: How do we keep the momentum going?

How do we keep the momentum going?

Resistance Management Plan

Reinforcement with Balanced Diversity

The Assignment

Sources and Inputs

CEO’s State of Mind

Debate Time

Debrief

Template: Resistance Management Plan


Module10: GUIDING Principles


Intent and Context

References

Relevant Glossary Terms

ModuleLearning Objectives

Topics Covered in This Module

The Guiding Principles

Applying the Guiding Principles


Module11: EXAM PREPARATION GUIDE

Target Audience :


IT Management

IT Support Staff

IT Consultants

Business Managers

Business Process Owners

IT Developers

Service Providers

System Integrators


Learning Objectives :


ITIL�� Foundation

Identify the key Principles and concepts of IT Service Management.

Identify the benefits of implementing ITIL in an organization.

Identify the Service Management Processes and how they map to the Service Lifecycle.

Identify the basic concepts and Definitions related to the Service Lifecycle.

Identify the activities and roles involved with the Service Lifecycle.

Identify the relationship of each component of the Service Lifecycle and how they map to other components.

Identify the factors that affect the effectiveness of the Service Lifecycle.

ITIL�� Practitioner

Understand the ITSM concepts that are important drivers of Continual Service Improvement (CSI).

Able to apply the ITSM guidance Principles in a real-world context.

Able to apply the CSI approach to manage improvements in a given organizational context.

Connect and align ITIL with other frameworks, good Practices, and methodologies, such as Lean, DevOps, Agile, and SIAM.

Able to use metrics and measurements to enable continual improvement.

Understand how to communicate effectively to enable CSI.

Able to apply organizational change Management to support continual improvement.


Course Agenda :

Day 1


Introduction

Service Management as a Practice

Service Life cycle

Service Strategy

Service Design


Day 2


Service Design

Service Transition

Service Operation


Day 3


Continual Service Improvement

Technology and Architecture

Exam Preparation Guide

Course Evaluation

Exam (optional)


Day 4


Course Introduction

The Journey

Organizational Change Management (OCM) (Lecture)

The Desire

Communications (Lecture)


Day 5


The Road map

Metrics and Measurements (Lecture)

Check, Control, and Redirect


Day 6


Stay Tuned

Guiding Principles (Lecture)

Exam Preparation Guide and Mock Exam I
Ticket Information Ticket Price
Early bird registration NZD 4,595
Standard registration NZD 4,995



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