Objectives:

 - Participants attending the programme will:

• Examine the business, management, technical and operational issues associated with each of the Service Delivery components and formulate improvement strategies and processes
• Plan, Manage and Implement ITIL® based Service Delivery processes
• Describe the mission, goals and dependencies
• Understand the staffing issues, project stages, benefits, costs and possible problems
• Understand the tools and management issues involved in service

 WHO SHOULD ATTEND

• Managers, consultants, development, support and operations practitioners, who make technical decisions affecting the support of IT services. Staff who are implementing delivery

Outline:

• Service Level Management (SLM)
• How to implement or improve SLM. SLM inside the total life cycle process
• How to write Service Level/Operational Requirements. Internal and external 'specifications', catalogues and Service Level Agreements. Procurement,
• Supplier/Customer Management and Contractual issues
• Service Level Management objectives, functions, and tasks
• Requirements for an Agreement
• Financial Management objectives, functions, and tasks
• Service Desk objectives and functions
• Types of Desks (Help Desk, Call Center, Service Desk)
• Best practices and business benefits
• Relationships between processes
• Common roadblocks
• Key performance indicators
• Reporting and monitoring
• Process inputs and outputs
• Key definitions/terms/concepts

• Availability Management (AM)
• How to implement or improve AM
• Linking AM into the service, procurement, development, value and supply chains processes, tools and techniques for improving service availability
• Third Party Supplier Management issues
• Availability Management objectives, functions, and aspects
• Security Management objectives, functions, and aspects
• IT Service Continuity Management objectives, functions, and tasks
• Relationships between processes
• Best practices and business benefits
• Common roadblocks
• Key performance indicators
• Reporting and monitoring
• Process inputs and outputs
• Key definitions/terms/concepts

• Capacity Management (CM)
• How to implement or improve CM
• How to create a capacity plan. Performance, resource, applications, demand, supplier, development and network management issues
• Capacity management tools and techniques
• The capacity management database
• Change Management objectives, functions, and tasks
• Release Management objectives, functions, and tasks
• Capacity Management objectives, functions, and tasks
• Relationships between processes
• Best practices and business benefits
• Common roadblocks
• Key performance indicators
• Reporting and monitoring
• Process inputs and outputs
• Key definitions/terms/concept

• Incident management
• Incident Management objectives, functions, and tasks
• Problem Management objectives, functions, and tasks
• Relationship between incidents, problems and known errors
• Configuration Management objectives, functions, and tasks
• Relationships between processes
• Best practices and business benefits
• Common roadblocks
• Key performance indicators
• Reporting and monitoring
• Process inputs and outputs
• Key definitions/terms/concepts

• Business Continuity and IT Service Continuity Management
• How to implement or improve
• The initiation, requirement strategy, implementation and operational management stages
• How to identify critical services
• Contingency planning, risk analysis and management
• Disaster Recovery options
• Creating, implementing and testing the BC and Disaster Recovery plans

• Financial Management for IT Services
• How to implement or improve FMITS
• Processes involved in monitoring and reporting the costs and charges

Training Methodology:
This interactive training course includes the following training methodologies as a percentage of the total
tuition hours:-
• 30% Lectures, Concepts, Role Play
• 30% Workshops & Work Presentations, Techniques
• 20% Based on Case Studies & Practical Exercises
• 20% Videos, Software & General Discussions

Certificates

A Certificate of Completion will be issued to those who attend & successfully complete the programme.

Schedule

  08:30 – 10:15 First Session

 10:15 – 10:30 Coffee Break

10:30 – 12:15 Second Session

 12:15 – 12:30 Coffee Break

12:30 – 14:00 Third Session

 14:00 – 15:00 Lunch

 Fees

 The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is: