en
Main › ITIL® Foundation for IT Service Management (with Case Study)

ITIL® Foundation for IT Service Management (with Case Study)

ITIL® Foundation for IT Service Management (with Case Study)

COURSE OVERVIEW

This 3-day course introduces the fundamentals of IT Service Management (ITSM) based on the IT Infrastructure Library (ITIL®). It describes the key concepts, processes, functions and roles of the ITIL® service lifecycle. The course is made up of lectures and practical assignments, which provide an interactive learning experience. This results in good awareness and comprehension of the main aspects of ITIL®. The course prepares attendees for the ITIL® Foundation Certificate examination. An exam voucher is provided to each student upon completion of the training.

PREREQUISITES
  • Experience and knowledge of IT computing environments are useful but not essential
AUDIENCE
  • IT professionals, business managers and business process owners
  • Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program
COURSE OBJECTIVES

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification:

  • Service management as a practice (comprehension)
  • The ITIL® service lifecycle (comprehension)
  • Generic concepts and definitions (awareness)
  • Key principles and models (comprehension)
  • Selected processes (awareness)
  • Selected functions (awareness)
  • Selected roles (awareness)
  • Technology and architecture (awareness)
  • Competence and training (awareness)
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
BENEFITS TO YOU
  • Understand how IT Services create value for the business and the importance of IT Service Management in making this happen
  • Understand how IT and the Business can collaborate to improve overall productivity and efficiency
  • See how each stage of the service lifecycle contributes to the overall service and how each process and role plays a part
  • Discover how to become more proactive
  • Learn ITSM concepts via a case study and related assignments
COURSE OUTLINE

Service Management as a Practice

  • Define the concept of a service, and comprehend and explain the concept of service management as a practice

The ITIL® service lifecycle

  • Understand the value of the ITIL® service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle

Generic concepts and definitions

  • Define some of the key terminology and explain the key concepts of service management

Key principles and models

  • Comprehend and account for the key principles and models of service management and to balance some of the opposing forces within service management

Processes

  • Understand how the service management processes contribute to the ITIL® service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces of the processes

Functions

  • Explain the role, objectives and organizational structures of the different functions

Roles

  • Account for and be aware of the responsibilities of some of the key roles in service management

Technology and architecture

  • Understand how service automation assists with expediting service management processes

Competence and training

  • Competence and skills for service management

Mock exam

  • Help the candidate to pass the ITIL® Foundation exam

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Race to Results Simulation

ITIL® Race to Results Simulation

ITIL® Race to Results Simulation

COURSE OVERVIEW

The HP Race to Results Service Management simulation is an exciting and interactive workshop, set in the context of the “high octane” world of motor racing. The simulation is a one-day program that provides participants with a high-level overview of service management. By applying ITIL® lifecycle concepts, processes and the culture of service management, participants aim to win the racing championship through increased service management maturity that leads to dramatic increases in business and race performance.

PREREQUISITES
  • IT experience would be helpful but not required
AUDIENCE
  • IT professionals who need to understand service management at a high level
  • Senior managers wishing to review service management within their own organizations
  • Team leaders and process owners, who need to understand the big picture of service management and their part in it
  • Business and project managers who need to understand how service management can support improved business performance.
COURSE OBJECTIVES

The objective of the simulation is to give a practical introduction to the essential elements of service management and to give participants the opportunity to experience hands-on how the application of service management can improve business performance

NEXT STEPS
  • ITIL® Foundation for IT Service Management (HF421S)
BENEFITS TO YOU
  • Identify fundamental concepts and processes involved in service management
  • Learn about the essential elements of service management in a shorter time via a fun and interactive approach
  • Experience a focus on business outcomes to improve IT’s contribution to business performance, through the effective implementation of service management
COURSE OUTLINE

Introduction to simulation

  • Normally delivered over five rounds, the simulation brings out all the aspects of SM as a result of the game dynamic. Initially focusing on Service Operation, the simulation then covers Service Strategy, Service Design, Service Transition and Continual Service Improvement, simulating aspects of ITIL® in a practical environment. In general terms, issues and subjects emerge.

Round 1

  • Communication issues
  • Silo working

Service Operation

  • Incident Management
  • Service Desk

Round 2

Service Strategy

  • Service Portfolio Management
  • Financial Management

Service Design

  • Service Level Management
  • Capacity Management

Service Transition

  • Change Management
  • Knowledge Management

Service Operation

  • Further consideration to Incident Management, confirming prioritization levels
  • Problem Management
  • Event Management

Round 3

Service Strategy

  • Service Portfolio Management maturing
  • Financial Management maturing

Service Design

  • Service Catalog Management
  • IT Service Continuity Management
  • Availability Management
  • Service Level Management maturing
  • Capacity Management maturing

Service Transition

  • Change Management maturing
  • Knowledge Management maturing
  • Configuration Management
  • Release and Deployment Management

Service Operation

  • Incident Management Process & Service Desk Function mature
  • Problem Management maturing
  • Event Management maturing

Continual Service Improvement

  • Service Level Management

Round 4

Service Strategy

  • Service Portfolio Management mature
  • Financial Management Mature

Service Design

  • Service Catalog Management maturing
  • IT Service Continuity Management maturing
  • Availability Management maturing
  • Service Level Management maturing
  • Capacity Management maturing

Service Transition

  • Change Management maturing
  • Knowledge Management maturing
  • Configuration Management maturing
  • Release and Deployment Management maturing

Service Operation

  • Incident Management Process & Service Desk Function maturing
  • Problem Management maturing
  • Event Management maturing

Continual Service Improvement

  • Service Level Management maturing

Round 5

  • Review performance improvement over the 5 rounds, demonstrate links between and reliance of processes on each other
  • Review how ITSM maturity has evolved and relate it to participant organization

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › Race to results Service Management Simulation – 1/2 day (ITIL® based)

Race to results Service Management Simulation – 1/2 day (ITIL® based)

Race to results Service Management Simulation – 1/2 day (ITIL® based)

COURSE OVERVIEW

The HP Race to Results Service Management simulation is an exciting and interactive workshop, set in the context of the “high octane” world of motor racing. The simulation is a half-day program that provides participants with a high-level overview of service management. By applying ITIL® lifecycle concepts, processes and the culture of service management, participants aim to win the racing championship through increased service management maturity that leads to dramatic increases in business and race performance.

PREREQUISITES
  • IT experience would be helpful but not required
AUDIENCE

This half-day simulation is ideal for executives who do not have time for longer sessions and would like to be introduced to basic service management concepts. It is also suitable for:

  • IT professionals who need to understand service management at a high level
  • Senior managers wishing to review service management within their own organizations
  • Team leaders and process owners, who need to understand the big picture of service management and their part in it
COURSE OBJECTIVES
  • The objective of the simulation is to give a practical introduction to the essential elements of service management and to give participants the opportunity to experience hands-on how the application of service management can improve business performance
  • For a more comprehensive and in-depth overview of service management, register for the full-day version of the simulation (HF415S).
NEXT STEPS
  • ITIL® Foundation for IT Service Management (HF421S)
BENEFITS TO YOU
  • Gain familiarity with basic service management concepts
  • Learn about the essential elements of service management in a shorter time via a fun and interactive approach
  • Experience a focus on business outcomes to improve IT’s contribution to business performance, through the effective implementation of service management
COURSE OUTLINE

Introduction to simulation

  • This half-day version introduces the essential aspects of Service Management as a result of the game dynamic. The key ITIL® processes are introduced as follows

Round 1

  • Communication issues
  • Silo working

Service Operation

  • Incident Management
  • Service Desk

Round 2

Service Strategy

  • Service Portfolio Management
  • Financial Management

Service Design

  • Service Level Management
  • Capacity Management

Service Transition

  • Change Management
  • Knowledge Management
  • Release and Deployment Management

Service Operation

  • Further consideration to Incident Management, confirming prioritization levels
  • Problem Management
  • Event Management

Round 3

This round is run at the instructor Service Strategy

Service Strategy

  • Service Portfolio Management maturing
  • Financial Management maturing

Service Design

  • Service Catalog Management
  • IT Service Continuity Management
  • Availability Management
  • Service Level Management maturing
  • Capacity Management maturing

Service Transition

  • Change Management maturing
  • Knowledge Management maturing
  • Configuration Management
  • Release and Deployment Management

Service Operation

  • Incident Management Process & Service Desk Function mature
  • Problem Management maturing
  • Event Management maturing

Continual Service Improvement

  • Service Level Management

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Planning, Protection and Optimization (PP&O)

ITIL® Planning, Protection and Optimization (PP&O)

ITIL® Planning, Protection and Optimization (PP&O)

COURSE OVERVIEW

This 5-day course integrates the capabilities, processes and roles that result in well planned, properly protected and continually optimized services. The core processes of Capacity, Availability, Information Security, IT Service Continuity and Demand Management are discussed in detail. Implementation and technology considerations along with the risks and challenges and the factors for success are presented. The course prepares attendees for the ITIL® Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate, module that leads to the ITIL® Expert Certificate.

PREREQUISITES
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
  • 2 to 4 years’professional experience working in IT service management is highly desirable
  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
  • Complete a minimum of 12 hours of personal study, reviewing the syllabus and the pertinent areas within the ITIL® Service Design core guide
  • Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Design publication
AUDIENCE
  • IT professionals, Business managers, Business process owners
  • Individuals who require a deep understanding of how the ITIL® Certificate in the Planning, Protection and Optimization processes may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organisation that has adopted and adapted ITIL®, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in capacity management, availability management, ITSCM, information security management, and demand management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite.
COURSE OBJECTIVES

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

  • Service design in PPO and lifecycle context
  • Processes across the service lifecycle pertaining to the practice elements within planning, protection and optimization
  • Capacity management as a capability to realize successful service design
  • Availability management as a capability to realize successful service design
  • IT service continuity management as a capability to support overall business continuity management
  • Information security management as part of the overall corporate governance framework
  • Planning, protection and optimization roles and responsibilities
  • Technology and implementation considerations
  • Organizational roles relevant to PPO

And specifically in the following key ITIL® process and role areas:

  • Capacity management
  • Availability management
  • IT service continuity management
  • Information security management
  • Demand management
  • Challenges, critical success factors and risks for planning, protection and optimization
NEXT STEPS
BENEFITS TO YOU
  • Gain a deep understanding of the Planning, Protection & Optimization processes and how to improve them in your organization
  • Move towards a more tactical way of delivering IT Services
  • Understand the different ways in which process activities can be organized
  • Understand how the Planning, Protection & Optimization processes can contribute to improved service design
COURSE OUTLINE

Introduction to planning, protection and optimization

  • The value to the business of PPO activities
  • The lifecycle within the PPO context
  • The purpose and objective of service design as it relates to PPO
  • The basic service design principles

Capacity management

  • The end-to-end process flow for capacity management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
  • A measurement model and the metrics that would be used to support capacity management within PPO practices
  • The benefits and business value that can be gained from capacity management

Availability management

  • The end-to-end process flow for availability management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
  • The benefits and business value that can be gained from availability management
  • A measurement model and the metrics that would be used to support availability management within PPO practices

IT service continuity management (ITSCM)

  • The end-to-end process flow for ITSCM, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
  • The four stages of ITSCM (i.e. initiation, requirements and strategy, implementation and on-going operation) and how each can be used to support PPO
  • A measurement model and the metrics used to support ITSCM within PPO practices
  • The benefits and business value that can be gained from ITSCM

Information security management

  • The end-to-end process flow for security management, including its design strategy, components, activities, roles and operation, its organizational structure and its interfaces with other processes
  • A measurement model and the metrics that would be used to support security management within PPO practices
  • The benefits and business value that can be gained from security management

Demand management

  • The end-to-end process flow for demand management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
  • Activity-based demand management as it relates to business and user activity patterns and how these contribute to core and service packages
  • The benefits and business value that can be gained from demand management in support of PPO

Planning, protection and optimization roles and responsibilities

  • The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO

Technology and implementation considerations

  • Service management tools, where and how they can be used within PPO for process implementation
  • The types of tools that support service design as related to PPO
  • What best practices should be used in order to alleviate challenges and risks when implementing service management technologies and designing technology architectures

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Intermediate: Release, Control and Validation (RC&V)

ITIL® Intermediate: Release, Control and Validation (RC&V)

ITIL® Intermediate: Release, Control and Validation (RC&V)

COURSE OVERVIEW

This 5-day course provides in-depth coverage of the processes and tools that support the transition of services and service components. In scope processes are Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Change Evaluation and Knowledge Management. Implementation and technology considerations are discussed in depth. The course prepares attendees for the ITIL® Intermediate Qualification: Release, Control and Validation (RCV) Certificate, module that leads to the ITIL® Expert Certificate.

PREREQUISITES
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
  • 2 to 4 years professional experience working in IT service management is highly desirable
  • Undertake at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
  • Complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® Service Transition and ITIL® Service Operation core guidance in preparation for the examination
  • Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Transition and ITIL® Service Operation publications
AUDIENCE
  • IT professionals, Business managers, Business process owners
  • Individuals who require a deep understanding of the ITIL® Certificate in the Release, Control and Validation processes and of how it may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL®, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in change management, release and deployment management, service validation and testing, service asset and configuration management, request fulfilment, change evaluation and knowledge management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite
COURSE OBJECTIVE

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

  • The importance of service management as a practice concept and service transition principles, purpose and objective
  • The importance of ITIL® release, control and validation while providing service
  • How all processes in ITIL® release, control and validation interact with other service lifecycle processes
  • What are the processes, activities, methods and functions used in each of the ITIL® release, control and validation processes
  • How to use the ITIL® release, control and validation processes, activities and functions to achieve operational excellence
  • How to measure ITIL® release, control and validation
  • The importance of IT security and its contributions to ITIL® release, control and validation
  • The technology and implementation considerations surrounding ITIL® release, control and validation
  • Change management as a capability to realize successful service transition
  • Service validation and testing as a capability to ensure the integrity and the quality of service transition
  • Service asset and configuration management as a capability to monitor the state of service transition
  • Knowledge management as part of enhancing the on-going management decision support and service delivery capability
  • Request fulfilment and change evaluation to ensure meeting committed service level performance
  • Release, control and validation process roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks associated with ITIL® release, control and validation.
BENEFITS TO YOU
  • Gain a deep understanding of the Release, Control and Validation processes and how to improve them in your organization
  • Understand the different ways in which process activities can be organized
  • Understand how the Release, Control and Validation processes can contribute to improved service transition
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
DETAILED COURSE OUTLINE

Introduction to release, control and validation (RCV)

  • The purpose, objectives and scope of service transition lifecycle phase
  • The RCV processes in relation to service transition
  • Activities related to overall transition planning and ongoing support

Change management

  • The end-to-end process flow for change management , including its policies, design strategy, concepts, activities, and interfaces with other processes
  • A measurement model and the metrics that would be used to support change management within RCV practices
  • The benefits and business value that can be gained from change management and the challenges and risks to be managed

Service asset and configuration management (SACM)

  • The end-to-end process flow for service asset and configuration management, including its policies, design strategy, concepts, activities and interfaces with other processes
  • A measurement model and the metrics that would be used to support service asset and configuration management within RCV practices
  • The benefits and business value that can be gained from service asset and configuration management and the challenges and risks to be managed

Service validation and testing (SVT)

  • The end-to-end process flow for the SVT process, including its policies, concepts, activities and interfaces with other processes
  • Test modeling techniques and testing concepts (for example, stakeholder requirements, test conditions, environments, data) and how these test components are used to ensure service quality
  • A measurement model and the metrics that would be used to support service validation and testing within RCV practices
  • The benefits and business value that can be gained from SVT and the challenges and risks to be managed

Release and deployment management (RDM)

  • The end-to-end process flow for release and deployment management, including its policies, concepts, phases, activities and interfaces with other processes
  • Release and deployment models and related activities (for example, design, planning, build, pilots, test, transfer, deployment, retirement). and how these activities ensure service quality
  • A measurement model and the metrics that would be used to support release and deployment management within RCV practices
  • The benefits and business value that can be gained from release and deployment management

Request fulfilment

  • The end-to-end process flow for request fulfilment, including its policies, concepts, activities, and interfaces with other processes (for example, RDM, SACM and change management)
  • Request fulfilment models and related activities (for example, effectiveness of designs, changes, performance) and how these activities help to ensure quality service within RCV
  • A measurement model and the metrics that would be used to support request fulfillment within RCV practices
  • The benefits and business value that can be gained from request fulfillment and the challenges and risks to be managed

Change evaluation

  • The end-to-end process flow for change evaluation, including its policies, concepts, activities interfaces with other processes
  • Perspectives and considerations for evaluating the effectiveness of a service change
  • A measurement model and the metrics that would be used to support change evaluation within RCV practices
  • The benefits and business value that can be gained from change evaluation and the challenges and risks to be managed

Knowledge management (KM)

  • The end-to-end process flow for knowledge management, including its policies, concepts, activities and interfaces with other processes (for example CSI processes)
  • Related concepts (for example, data-information-knowledge-wisdom (DIKW)) and how these activities help to ensure knowledge transfer and improved decision-making
  • The benefits and business value that can be gained from knowledge management and the challenges and risks to be managed

Release, control and validation roles and responsibilities

  • Generic roles that support service transition and the RCV processes
  • The roles and responsibilities related to transition planning and support, change management, service asset and configuration management, service validation and testing, release and deployment management, request fulfilment, change evaluation, and knowledge management. Where and how these are used, as well as how they fit within the context of service transition

Technology and Implementation Considerations

  • The technology requirements for service management tools, where and how these would be used within RCV (for example, knowledge management and service asset and configuration management)
  • The need and benefits of tools that support service transition as related to RCV
  • Implementing RCV processes in the context of planning and managing change, service operation, project management, risk management, and staff considerations

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Operational Support and Analysis

ITIL® Operational Support and Analysis

ITIL® Operational Support and Analysis

COURSE OVERVIEW

This 5-day course focus the spotlight on the Service Operation principles and the Event Management, Incident Management, Problem Management, Access Management and Request Fulfillment processes. In support of the main processes, the course details how other processes interact with and enable their effectiveness. Organizing for Service Operation, roles, responsibilities, technology and their considerations are included. The course prepares attendees for the ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate, module that leads to the ITIL® Expert Certificate.

AUDIENCE
  • IT professionals, business managers, Business process owners
  • Individuals who require a deep understanding of the ITIL® Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization which has adopted and adapted ITIL® and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite
PREREQUISITES
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
  • 2 to 4 years’ professional experience working in IT service management is highly desirable
  • Complete at least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time) with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
  • Complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® Service Operation core guidance in preparation for the examination
  • Before attending training for the certification it is strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Operation publication
COURSE OBJECTIVE

Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:

  • The value to the business of OSA activities
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
  • How the processes in OSA interact with other service lifecycle processes
  • How to use the OSA processes, activities and functions to achieve operational excellence
  • How to measure OSA
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • Specific emphasis on the service operation lifecycle processes and roles included in: Event management, Incident management, Request fulfilment, Problem management, Access management
  • Operational activities of processes covered in other lifecycle stages such as: Change management, Service asset and configuration management, Release and deployment management, Capacity management, Availability management, Knowledge management, Financial management for IT services, IT service continuity management
  • Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management
BENEFITS TO YOU
  • Gain a deep understanding of the operational support processes and how to improve them in your organization
  • Move towards more proactive ways of providing support
  • Understand the different ways in which process activities can be organized
  • Understand how the Service Operation functions can contribute to improved operational support
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
DETAILED COURSE OUTLINE

Introduction to operational support and analysis

  • The value to the business of OSA activities
  • The lifecycle within the OSA context
  • Optimizing service operation performance

Event management

  • The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes
  • Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
  • The benefits and business value that can be gained from event management

Incident management

  • The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
  • The measurement model and the metrics that would be used to support incident management within OSA practices
  • The benefits and business value that can be gained from incident management

Request fulfilment

  • The request fulfilment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
  • The measurement model and the metrics that would be used to support incident management within OSA practices
  • The benefits and business value that can be gained from request fulfilment as related to OSA

Problem management

  • The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support problem management within OSA practices
  • The benefits and business value that can be gained from problem management

Access management

  • The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure, as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support access management within OSA practices
  • The benefits and business value that can be gained from access management as related to OSA

The service desk

  • The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
  • The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
  • A measurement model and the metrics that would be used to support the service desk function within OSA practices

Functions and Roles

  • The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The roles within each OSA process and generic roles
  • The benefits and business value that can be gained from functions as related to OSA

Technology and implementation considerations

  • Technology requirements for service management tools and where/how they would be used within OSA for process implementation
  • What best practices should be used in order to alleviate challenges and risks when implementing service management technologies

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Service Offerings and Agreements (SO&A)

ITIL® Service Offerings and Agreements (SO&A)

ITIL® Service Offerings and Agreements (SO&A)

COURSE OVERVIEW

This 5-day course draws together the activities required to determine what services to offer and to make agreements with customers and providers of the services. Areas covered include service portfolio management for IT services, service catalog management, service level management, supplier management, demand management, financial management for IT services and business relationship management. The course prepares attendees for the ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate, one of the modules that leads to the ITIL® Expert Certificate.

AUDIENCE
  • IT Professionals, Business managers, Business process owners
  • Individuals who require a deep understanding of the Service Offerings and Agreements processes and of how it may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization that has adopted and adapted ITIL® and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in service portfolio management; service level management; service catalogue management; demand management; supplier management; financial management for IT services and business relationship management who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite
PREREQUISITES
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
  • 2 to 4 years’ professional experience working in IT service management is highly desirable
  • Have undertaken at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
  • Complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® Service Strategy and ITIL® Service Design core guidance in preparation for the examination
  • Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Strategy and ITIL® Service Design publications
COURSE OBJECTIVES

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

  • Overview of SOA processes and basic principles
  • The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on a good understanding of return on investment (ROI)
  • Processes across the service lifecycle pertaining to the service offerings and agreements curriculum: Service portfolio management, Service catalogue management, Service level management, Demand management, Supplier management, Financial management for IT services, Business relationship management
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks
BENEFITS TO YOU
  • Gain a deep understanding of the Service Offerings and Agreement processes and how to improve them in your organization
NEXT STEPS
COURSE OUTLINE

Introduction to service offerings and agreements (SOA)

  • The value to the business of SOA activities
  • The lifecycle within the SOA context
  • How services deliver value to customers and the business and the relevance to the SOA processes
  • How requirements are identified through the SOA processes
  • Understanding return on investment (ROI) and the business case

Service portfolio management

  • Service portfolio management, including concepts, methods, activities, roles and operation as well as its organizational structure and the interfaces with other processes
  • Service portfolio management in relationship to the service catalogue and service pipeline and how these support SOA
  • Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA

Service catalogue management

  • Service catalogue management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes
  • Service catalogue in relationship to the service portfolio, the business catalogue, the technical service catalogue and how these components are used to ensure service quality within SOA
  • Metrics and CSFs associated with service catalogue management in support of SOA

Service level management

  • Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • SLM components and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their metrics, performance and monitoring
  • How these components are used to ensure service quality within SOA

Demand management

  • Demand management process, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Demand for services especially in relation to patterns of business activity and how it is used within SOA
  • Service portfolio interaction with demand management and how demand can be managed for service in relation to providing business benefits and in support of SOA
  • Metrics and CSFs associated with demand management in support of SOA

Supplier management

  • Supplier management process inclusive of its concepts, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • Supplier management components and activities (for example supplier categorization, supplier evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure service quality within SOA

Financial Management for IT services

  • Financial management for IT services, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA
  • Metrics and CSFs associated with financial management for IT services in support of SOA

Business relationship management

  • Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Metrics and CSFs associated with business relationship management in support of SOA

SOA roles and responsibilities

  • The roles and responsibilities related to all of the SOA processes

Technology and implementation considerations

  • Service management tools and where/how they would be used within SOA for process implementation
  • The tools that support SOA
  • What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies and designing technology architectures

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Service Strategy (SS)

ITIL® Service Strategy (SS)

ITIL® Service Strategy (SS)

SPECIAL NOTES

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

COURSE OVERVIEW

This 3-day course focuses on the activities for transforming ITSM into a strategic asset and driving strategy through the service lifecycle. Topics include the principles of Service Strategy, Strategy Management for IT Services, Service Portfolio Management, Demand Management, Financial Management and Business Relationship Management. Governance, critical success factors and risks are also covered. The course prepares attendees for the ITIL® Intermediate Qualification: Service Strategy Certificate, one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

PREREQUISITES
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
  • Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Strategy publication in preparation for the examination
AUDIENCE
  • Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers
  • IT architects, IT planners, IT consultants, IT audit managers, IT security managers
  • ITSM trainers involved in the on-going management, co-ordination and integration of strategizing activities within the service lifecycle
  • Individuals who require a deeper understanding of the ITIL® service strategy stage of the ITIL® service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite
COURSE OBJECTIVES

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to service strategy
  • Service strategy principles
  • Service strategy processes
  • Governance
  • Organizing for service strategy
  • Technology considerations
  • Implementing service strategy
  • Challenges, critical success factors and risks
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
BENEFITS TO YOU
  • Learn to understand the ITIL® lifecycle and the fundamental processes involved in Service Strategy and how to integrate them into your business’ IT service model
  • Understand how IT and the Business can collaborate to improve overall productivity and efficiency
  • Learn to move the reactive relationship between IT and users to a proactive relationship
COURSE OUTLINE

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: Strategy Management for IT Services, Service Portfolio Management, Demand Management, Financial Management for IT Services, Business Relationship Management
  • The purpose, scope and objectives of each service strategy process and how they link to value for the business.

Governance

  • The ability to analyse 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

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Service Operation (SO)

ITIL® Service Operation (SO)

ITIL® Service Operation (SO)

SPECIAL NOTES

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

COURSE OVERVIEW

This 3-day course is designed for those involved in event management and monitoring, problem management and root cause analysis, and access management. The course also covers communication and stakeholder management, service desk organization, technical management, and application management. The course prepares attendees for the ITIL® Intermediate Qualification: Service Operation Certificate, one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

PREREQUISITES
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
  • Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Operation publication in preparation for the examination
AUDIENCE
  • Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers
  • IT architects, IT planners, IT consultants, IT audit managers, IT security managers
  • ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL® service operation stage of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite
COURSE OBJECTIVES

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to service operation
  • Service operation principles
  • Service operation processes
  • Common service operation activities
  • Organizing for service operation: functions
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
BENEFITS TO YOU
  • Identify the ITIL® lifecycle and the fundamental processes involved in Service Operation and how to integrate them into your business’ IT service model
  • Understand how IT and the Business can collaborate to improve overall productivity and efficiency
  • Learn how to move from a reactive relationship to a proactive relationship between IT and users
COURSE OUTLINE

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 fulfilment, problem management, and access management

Common Service Operation Activities

  • How the common activities of service operation are co-ordinated 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

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Service Design (SD)

ITIL® Service Design (SD)

ITIL® Service Design (SD)

SPECIAL NOTES

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

COURSE OVERVIEW

This 3-day course teaches the students how to plan, implement and optimize service design processes consistent with ITIL® best practices. By applying ITIL® Service Design best practices IT departments ensure that new services meet commitments related to the service quality and availability, customer satisfaction and cost-effectiveness. The course prepares attendees for the ITIL® Intermediate Qualification: Service Design Certificate, one of the modules that leads to the ITIL® Expert Certificate in IT Service Management

PREREQUISITES
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
  • Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Design publication in preparation for the examination
AUDIENCE
  • Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers
  • IT architects, IT planners, IT consultants, IT audit managers, IT security managers
  • ITSM trainers involved in the ongoing management, coordination and integration of design activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL® service design stage of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within, or about to enter, a service design environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL®certifications
  • Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite
COURSE OBJECTIVES

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to service design
  • Service design principles
  • Service design processes
  • Service design technology-related activities
  • Organizing for service design
  • Technology considerations
  • Implementation and improvement of service design
  • Challenges, critical success factors and risks
BENEFITS TO YOU
  • Identify the ITIL® Lifecycle and the fundamental processes involved in Service Design and how to integrate them into your business’ IT service model
  • Understand how IT and the Business can collaborate to improve overall productivity and efficiency
  • Learn to move the reactive relationship between IT and users to a proactive relationship
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
COURSE OUTLINE

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 Operation Processes

  • The interaction of service design processes: Design Coordination, Service Catalogue Management, Service Level Management, Supplier Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management
  • The flow of service design as it relates to the business and customer
  • The 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 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 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

Challenges, critical success factors and risks

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

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html