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ITIL 3 Foundation (Live Webinar)

Denna ITIL Foundation-kurs ges inom ramarna för Lexicons Blended Training-koncept där lärarledda webinarier online varvas med självstudier. Kursen är uppbyggd runt tre utbildningsblock och pågår under fyra veckor. Efter kursen ska deltagaren ha nödvändig teoretisk kunskap för att klara en ITIL Foundation-certifiering.

Kursen går igenom ITIL Foundation-materialet i enlighet med den av AXELOS fastställda kursplanen (ITIL Foundation Syllabus). Kursen levereras i ett blandat format där varje utbildningsblock inleds och avslutas med ett interaktivt lärarlett webinarium – se aktuella kurstillfällen. Självstudiearbetet genomförs i Lexicons digitala utbildningsplattform med åtkomst till kursmaterial, olika kunskapstester samt möjlighet att under hela kuren ställa frågor till kursledaren i ett online-forum.

Kursdeltagaren kan kontinuerligt följa hur stor del av kursen som är avklarad och vilka moment som återstår.

Utbildningsmål

Efter kursen ska deltagaren ha nödvändig teoretisk kunskap för att klara en ITIL Foundation-certifiering.

Målgrupp

Chefer och anställda som i sitt arbete hanterar strategi, design, implementation samt daglig drift av IT-tjänster och har behov av förståelse för Service Management "best practice".

Utbildningsupplägg

Programmet genomförs under en fyraveckorsperiod. Effektiv tid som kursdeltagaren behöver avsättas för utbildningen är individuellt; självstudiernas hastighet avgör du själv och de schemalagda webinarierna omfattar fyra timmar.
Webinarierna leds av en erfaren svensktalande lärare och konsult som är väl förtrogen med ITIL i både teori och praktik. Kursmaterialet är både på svenska och engelska.

Nedan, inom parantes angivna, tidsuppskattningar är ungefärliga.

Webinarium 1 (60 minuter)

  • Programintroduktion och upplägg
  • Presentation av värdet med en ITIL Foundation certifiering
  • Övergripande genomgång av självstudieavsnitt 1
  • Interaktiv frågestund (20 minuter)

Självstudieavsnitt 1

  • ITIL 2011 Foundation: ITIL and the Service Lifecycle (90 minuter)
  • ITIL 2011 Foundation: Service Strategy Fundamentals (150 minuter)
  • ITIL 2011 Foundation: Service Strategy Processes (90 minuter)

Webinarium 2 (60 minuter)

  • Sammanfattning av genomfört utbildningsblock 1
  • Övergripande genomgång av självstudieavsnitt 2
  • Interaktiv frågestund (20 minuter)

Självstudieavsnitt 2

  • ITIL 2011 Foundation: Service Design Fundamentals (90 minuter)
  • ITIL 2011 Foundation: Service Design Processes (150 minuter)
  • ITIL 2011 Foundation: Service Transition Processes and Policies (150 minuter)

Webinarium 3 (60 minuter)

  • Sammanfattning av genomfört utbildningsblock 2
  • Övergripande genomgång av självstudieavsnitt 3
  • Interaktiv frågestund (20 minuter)

Självstudieavsnitt 3

  • ITIL 2011 Foundation: Introduction to Service Operation (60 minuter)
  • ITIL 2011 Foundation: Service Operation Processes (120 minuter)
  • ITIL 2011 Foundation: Continual Service Improvement (90 minuter)
  • ITIL 2011 Foundation: Mock Exam (Testprov) (75 minuter)

Webinarium 4 (60 minuter)

  • Sammanfattning av genomfört utbildningsblock 3
  • Genomgång av svar och motiveringar på testprovet och tips inför certifieringen
  • Interaktiv frågestund (20 minuter)

Detaljerad kursplan

1. ITIL 2011 Edition Foundation: ITIL and the Service Lifecycle

  • Understanding ITIL and Service Management
    • ITIL Overview (13 min)
      • Introduction to ITIL
      • Benefits of ITIL
      • The ITIL qualification
      • Summary
  • Basic of Service and Service Management (16 min)
      • The Features of a Service
      • How Services provide value
      • The feature of Service Management
      • Summary
  • Providing Service to Customers (10 min)
      • Exercise
      • Identifying Service Management features
      • Identifying ways to add value
    • Introducing the Service Lifecycle
      • The ITIL Service Lifecycle (23 minutes)
      • Stages of the ITIL Service Lifecycle
      • Objectives of the Lifecycle stages
      • Summary
  • Scope and Value of Lifecycle Stages (16 min)
    • The scope of Lifecycle stages
    • The value of Lifecycle stages
    • Summary
  • Lifecycle Functions and Processes (10 min)
    • Lifecycle Functions and Processes
  • Recognizing the Service Lifecycle Stages (10 min)
    • Exercise
    • Recognizing stages
    • The scope and value of stages
    • Functions and processes
  • Course Test (10 Question + some add-ons)

2. ITIL 2011 Foundation: Service Strategy Fundamentals

  • Using Service Strategies to Create Value (1 h)
    • Service Strategy Concepts (15 min)
      • Basic Service Strategy concepts
      • Strategy and customers
      • Services and the Service portfolio
      • Service providers and stakeholders
      • Summary
  • Create Value with Assets and Services (21 min)
    • Identifying factors that determine value
    • Using assets to create and add value
    • Summary
  • Automate Service Processes (11 min)
    • Advantages of service automation
    • Service automation guidelines
    • Summary
  • Applying Service Strategies (15 min)
    • Exercise Overview
    • Creating value through services
    • Applying service automation
  • Service Strategy Processes (40 min)
    • Service Portfolio Management (23 min)
      • Service Portfolio Management
      • The define and analyse phases
      • The approve and charter phases
      • Key CSFs, KPIs, and risks
      • Summary
  • Managing Service Strategies (15 min)
    • Exercise overview
    • Recognizing strategy considerations
    • Managing the Service Portfolio
  • Course Test (12 questions)

3. ITIL 2011 Foundation: Service Strategy Processes, 1.5 hours

  • Manging Service Strategy Processes
    • Financial Management for IT Services (23 min)
      • Benefits and concepts
      • Key inputs and outputs
      • Business case
      • Risk management
      • Summary
  • Business Relationship Management (25 min)
    • The BRM process
    • BRM and customer satisfaction
    • BRM considerations
    • Summary
  • Managing Service Strategy
    • Exercise Overview
    • Manging demand
    • Managing finances
    • Managing business relationship
  • Course Test (9 Questions)

4. ITIL 2011 Foundation: Service Design Fundamentals

  • Introducing Service Design (1.5 h)
    • Aspects of Service Design (12 min)
      • Aspects of Service Design
      • Aligning with Business needs
      • Properly performing Service Design
      • Summary
    • Design Service Solutions and Service Portfolio (20min)
      • Service solution considerations
      • Functions of the Service Portfolio
      • Identifying status options
      • Summary
    • Design Technology and Management Architectures (16 min)
      • Features of architectural design
      • Enterprise architecture components
      • Enterprise architecture roles
      • Technology and management architects
      • Integrating Technology Management
      • Summary
    • Design Required Processes (5 min)
      • Features of Process design
    • Design Measurement Methods and Metrics (16 min)
      • Measurement methods and metrics
      • Types of metrics
      • Using metrics tree
      • Summary
    • Understanding Service Design Aspects (20 min)
      • Exercise Overview
      • Understanding Service Design
      • Design service solutions
      • Designing the Service Portfolio
      • Designing and enterprise architecture
    • Designing required processes
      • Designing measurement methods
  • Course Test (8 Questions + some add-ons)

5. ITIL 2011 Foundation: Service Design Processes

  • Service Level Management (47 min)
    • Introduction to Service Level Management (12 min)
      • Service Design processes
      • Introduction to Service Level Management
      • Summary
    • Service Level Management Process Activities (20 min)
      • Service Level Management activities
      • The negotiating phase
      • The monitoring and reporting phases
      • The reviewing phase
      • Summary
    • Provide Service Level Management (15 min)
      • Exercise overview
      • Understanding SLM basics
      • Recognizing SLM process activities
  • Managing Key Service Design Processes (1 h 47 min)
    • Design Coordination (15 min)
      • Scope
      • Principles, policies, and activities
      • Challenges and risks
      • Summary
    • Service Catalogue and Availability Management (20 min)
      • Characteristics of the Service Catalogue
      • Availability Management
      • Service Catalogue manager
      • Summary
    • Measure Availability, Reliability, and maintainability (10 min)
      • Calculating availability, maintainability and reliability
    • Capacity Management and Supplier Management (18 min)
      • Capacity Management
      • Supplier Management
      • Supplier and capacity managers
      • Summary
    • Information Security Management and ITSCM (20 min)
      • Information Security Management
      • IT Service Continuity Management
      • Security and ITSCM managers
      • Summary
    • Understanding Service Design Processes (15 min)
      • Exercise overview
      • Identifying objectives
      • Identifying responsibilities
      • Recognizing Service Design processes
  • Course test (17 Questions)

6. ITIL 2011 Foundation: Service Transition Processes and Policies

  • Service Transition Policies and Processes (1h 21 min)
    • The Scope of Service Transition (24 min)
      • Scope of Service Transition
      • Summary
    • Release and deployment Management in Service Transition (10 min)
      • Scope and purpose
      • The four phases
      • Summary
    • Knowledge Management in Service Transition (10 min)
      • Scope and purpose
      • DIKW structure
      • Summary
    • Asset transition, Service Support (15 min)
      • Service Asset and Configuration Management
      • Transition planning and support
      • Summary
    • Understanding Service Transition Processes (20 min)
      • Exercise overview
      • Recognizing Service Transition policies
      • Managing release and deployment
      • Recognizing the DIKW structure
      • Identifying activities
  • Change Management for IT Services (1 h)
    • Change Management (19 min)
      • Purpose and scopes
      • Service change types
      • Change management interfaces
      • Summary
    • Normal and Emergency Changes in Change Management (17 min)
      • Normal change lifecycle
      • Emergency change lifecycle
      • Summary
    • Managing IT Service Changes (15 min)
      • Exercise overview
      • Recognizing types of changes
      • Recognizing change lifecycle actions
      • Summary
  • Course test (12 Questions)

7. ITIL 2011 Foundation: Introduction to Service Operation

  • Service Operation Scope and Functions (1h 13 min)
    • The Scope and Responsibilities of Service Operation (10 min)
      • Scope
      • Responsibilities
      • Summary
    • The Role of Communication in Service Operation (16 min)
      • Effective communication practises
      • Facilitating successful meetings
      • Common Service Operation meetings
      • Summary
    • Service Desk Roles and Objectives (19 min)
      • Service Operation functions
      • Benefits of a service desk
      • Structural factors
      • Service desk structures
      • Summary
    • Other Service Operation Functions (18 min)
      • Service Operation objectives
      • Technical Management
      • IT Operations Management
      • Application Management
      • Summary
    • Using Service Operation Functions (10 min)
      • Exercise overview
      • Recognizing service operations
      • Setting up a service desk
  • Course test (9 Questions)

8. ITIL 2011 Foundation: Service Operation Processes

  • Incident Management (1 h)
    • The Scope and principles of Incident Management (12 min)
      • Incident Management scope
      • Incident Management principles
      • Summary
    • The Incident Management process (20 min)
      • Incident identification and logging
      • Categorization and prioritizing
      • Diagnosis, escalation, and investigation
      • Resolution, closure, and re-opening
      • Summary
    • Managing Incidents (20 min)
      • Exercise overview
      • Identifying scope
      • Identifying principles
      • Identifying activities
    • Incident Management Interfaces (9 min)
      • Incident Management and other processes
      • Summary
  • Problem, Event, Request and Access Management (1h 16 min)
    • The Scope and principles of Problem management (11 min)
      • Scope of Problem Management
      • Problem Management principles
      • Summary
    • The Problem Management Process (21 min)
      • The Problem Management process
      • Detect, log, categorize, prioritize
      • Investigate, Work Around, Raise error
      • Resolve, close, review
      • Summary
    • Managing problems (15 min)
      • Exercise overview
      • Identify scope
      • Recognize principles
      • Identifying activities
    • Problem Management Interfaces (8 min)
      • Problem management and other processes
      • Summary
    • Event, Request, and Access management (11 min)
      • Introducing Service Operation processes
      • Event Management
      • Request Fulfilment
      • Access management
      • Summary
  • Course Test (9 Questions)

9. ITIL 2011 Foundation: Continual Service Improvement

  • Introduction to Continual Service Improvement (1h 15 min)
    • CSI Scope (10 min)
      • Considerations for implementing CSI
      • Benefits of CSI
      • Summary
    • The CSI Register (18 min)
      • Purpose and benefits of the CSI register
      • Information in the CSI register
      • Summary
    • Introduction to The CSI process (19 min)
      • CSI and the Deming cycle
      • The purpose of the CSI process
      • Summary
    • The CSI Seven-step Improvement Process (22 min)
      • Identifying strategies and measurements
      • Gathering data
      • Data processing and analysis
      • Presenting and using CSI information
      • Implementing improvements
      • Summary
    • Recognizing the Seven Steps to Improvement (15 min)
      • Exercise overview
      • Identifying benefits and scope
      • Using the CSI register
      • Recognizing the CSI process
  • Course Test (10 questions)

10. Mock Exam (Testprov)

  • Instructions about the exam and the set up
  • A mock up exam of 40 multiple choice questions