Al termine del corso i partecipanti comprenderanno: come tutti i processi di Continual Service Improvement interagiscono con gli altri processi del ciclo di vita del servizio; sottoprocessi, le attività, i metodi e le funzioni utilizzate in ogni processo del Continual Service Improvement; i ruoli e le responsabilità.

• Service Management come prassi
• Principi & Processi di Continual Service Improvement
• Metodi e tecniche per il Continual Service Improvement
• Organizzazione per il Continual Service Improvement
• Considerazioni sulla tecnologia
• Implementare Continual Service Improvement
• Sfide, rischi e fattori critici di successo

Pre-requisiti

Al termine del corso i partecipanti avranno appreso: come tutti i processi di Service Design interagiscono con gli altri processi del ciclo di vita del servizio; i sottoprocessi, le attività, i metodi e le funzioni utilizzate in ogni processo del Service Design; come misurare le performance del Service Design.

Argomenti

• Service Management come prassi
• Principi di Service Design
• Processi di Service Design
• Attività di SD legate alla tecnologia
• Organizzazione per il Service Design
• Considerazioni sulla tecnologia
• Implementare Service Design
• Sfide, rischi e fattori critici di successo

A seguito del completamento del corso i partecipanti saranno in grado di: ottenere una profonda conoscenza degli aspetti manageriali e di supervisione in merito ai processi, alle funzioni, ai concetti e alle attività di Service Operation; capire i collegamenti importanti tra Service Operation e le altre fasi.

Argomenti:

Introduction to SO
– Purpose and Objectives
– Scope of Service Operation
– Value to the business
– Service Operation Fundamentals

SO Principles
– Organizational Issues
– Achieving Balance in Service Operation
– Providing Good Service
– Involvement in other Lifecycle Stages
– Operational Health
– Communication
– Documentation
– Inputs & Outputs

SO Processes
– Event Management
– Incident Management
– Request Fulfillment
– Problem Management
– Access Management
– For each process details on :
– Purpose, Objectives and Scope
– Scope and Value to Business
– Policies, Principles and Basic Concepts
– Activities, Methods and Techniques
– Triggers, Inputs, Outputs and Interfaces
– Critical Success Factors and Key Performance Indicators
– Challenges and Risks
– CSI triggers and inputs
– CSI interfaces
– Role of other Service Management processes
– Critical success factors and key performance indicators
– Challenges
– Risks

Common Service Operation Activities
– Monitoring & Control
– IT Operations
– Server and Mainframe Management and Support
– Network Management
– Storage and Archive
– Database Administration

– Directory Services Management
– Desktop and Mobile Device Support
– Middleware Management

Common Service Operation Activities
– Internet/Web Management
– Facilities and Data Centre Management
– Operational Activities of Processes in other LifeCycle Stages
– Improvement of Operational Activities

Organizing for Service Operation
– Functions

Service Desk

Technical Management

IT Operations Management

Application Management
– Roles
– Service Operation Organizational Structures

Technology Considerations
– Generic Requirements
– Technology and Tool requirements for :
–  Event Management
–  Incident Management
–  Request Fulfillment
– Problem Management
– Access Management
– Service Desk
– Implementation of Service Operation
– Managing Change in Service Operation
– Service Operation and Project Management
– Assessing and Managing Risk in Service Operation
– Operational Staff in Design and Transition
– Planning and Implementing Service Management Technologies

Challenges, Critical Success Factors and Risks
– Challenges
– CSFs
– Risks
Mock/Test Examination
– Simulation of Final Examination, duration 90 minutes

Pre-requisiti

Certificato ITIL Foundation.

Durata: 3 GG

 Acquisire une visuale completa della fase di gestione Service Strategy: come concepire, sviluppare e attuare il service management come un elemento strategico.

Argomenti  fondamentali

• Service Strategy
• Service Design
• Service Transition
• Service Operations
• Continual Service Improvement

Principali Obiettivi

• Comprendere i processi principali, le relazioni, i benefici e le sfide di ITIL 2011
• Capire come questi processi contribuiscono a creare un’organizzazione IT gestibile
• Apprendere le più importanti definizioni su ITIL 2011
• Accedere ad un vocabolario standardizzato
• Prepararsi per la certificazione ITIL 2011 ed esame finale

A chi si rivolge

IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators.

 Argomenti:

Obiettivi e concetti base dei processi di:

-Service Strategy Generation
– Service Portfolio Management
– Demand Management
– Financial Management
– Service Catalogue Management

– Availability Management
– Information Security Management
– Supplier Management
– Capacity Management
– IT Service Continuity Management
– Service Asset and Configuration Management
– Release and Deployment Management
– Event Management
– Request Fulfilment
– Problem Management
– Access Management

Trattazione approfondita dei processi di:

– Service Level Management
– Incident Management
– Change Management
– 7 step continual improvement

Durata: 3GG