This 5-day course explains the terminology, process structure, roles, functions and activities within the Service Strategy and Design phases of the ITSM Lifecycle, based ... [+]
Overview This 5-day course explains the terminology, process structure, roles, functions and activities within the Service Strategy and Design phases of the ITSM Lifecycle, based on ITIL® v3. The course is part of the Capability stream, which offers participants a balanced knowledge of ITIL® best practices used daily. The primary focus is on process activities, execution and use throughout the Service Lifecycle.
Key topics • The activities, methods and functions used in each ITIL® Planning, Protection & Optimization process as well as the process roles and responsibilities • Capacity and Availability Management as a capability to realize successful service design • Information Security Management as part of the overall Corporate Governance framework • Participants will also gain the knowledge necessary to prepare for the “ITIL® Planning, Protection & Optimization” examination from EXIN, ISEB or APM Group. This certificate is worth 4 credits in the ITIL Version 3 Qualification Scheme. • The importance of the concept of Service Management as a Practice • IT Service Continuity Management as a capability to support overall Business Continuity Management • Technology and Implementation Considerations, as well as the Challenges, Critical Success Factors and Risks surrounding ITIL® Planning, Protection & Optimization [-]