Intermediate ITIL®: Mastering Operational Processes
(ITILINCPRO, 5 days)


Description

This SETC certified workshop will discuss ITIL operational processes from a practical implementation perspective. Agile IT organizations require efficient and predictable operational processes to support their business strategies and outcomes. This workshop will discuss the principles and practice of good operational processes. Come see how operational processes can become the foundation of your business and IT success. ITIL is a registered trademark of the Cabinet Office in the UK and other countries.

Dates and Pricing


Jan 29 to Feb 2, 2018$2,500/person Feb 26 to Mar 2, 2018$2,500/person Mar 26 to Mar 30, 2018$2,500/person

Outline

Introduction to Operational Processes
The Service Lifecycle
About Functions and Processes
Overview of Operational Processes
Service Delivery using the Lifecycle Approach
Incident Management
Objectives
Purpose, Goal and Objective
Scope of Incident Management
Incidence Management Added Value
Policies, Principles and Basic Concepts
Process Activities, Methods and Techniques
Triggers, Inputs and Outputs and Interfaces
Incident Management and Information Management
Using Metrics Effectiveness and Efficiency Checks
The CSI Perspective on Measurement/ Metrics
The 7-Step Improvement Process
The CSI Perspective on Service Measurement Framework
Challenges, Critical Success Factors and Risks
Incident Management and the Real World
Problem Management
Objectives
Purpose, Goal and Objective
Scope
Problem Management Added Value
Policies, Principles and the Problem Model Concept
Process Activities, Methods and Techniques
Triggers, Inputs /Outputs and Interfaces
Problem Management and Information Management
Using Metrics for Effectiveness and Efficiency Checks
Challenges, Critical Success Factors and Risks
Problem Management and the Real World
The Other Processes
The Role of Change Management and Release and Deployment Management