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

For whom it is intended:

• IT Manager