About
The course provides a comprehensive understanding of the ITIL V3 Framework and how it may be used to enhance the quality of IT Service Management within an organisation. Attendees learn a common vocabulary and a shared understanding of IT Service Management best practice.
Key Learning Outcomes:
The aim of this course is for each participant to gain an understanding of the following:
• Service Management as a Practice
• Service Lifecycle
• Key Principles and Models
• Generic Concepts
• V3 Processes
• Roles & Responsibilities
• The 4 Functions
• Technology and Architecture considerations
• Some implementation considerations
• The issues of creating a cycle of continuous improvement
Who Should Attend?
• IT Managers
• CIOs
• IT Line Managers
• Process stakeholders
• Service Delivery Managers
• All staff requiring exposure to best practice processes and functions
Training Methodology
This course is conducted as a two-day instructor-led workshop and includes a combination of lectures and exercises. All the exercises are designed to relate the course material to ‘real organisations’ and will draw on the experience and knowledge of the participants.
Outline
Introduction to ITIL
Service Management as a Practice
• Service Management
• Processes
• Roles
• Organisation
The Service Lifecycle
• The Structure and Scope
• Components and Interfaces of the ITIL Library
• ITIL Service Life Cycle
• Develop the Lifecycle model
Service Strategy
• Service Management strategy and value planning
• Linking IT service strategy to business needs
• Planning and implementing service strategy
• The 3 processes
Service Design
• Service design objectives and elements
• Selecting the service design model
• Implementing service design
• Measurement and control
• The 7 processes
Service Transition
• Managing organisational and cultural change
• Knowledge management
• Service knowledge management system
• Methods, practices and tools
• Measurement and control
• Change Management and Configuration
• The 4 processes
Service Operation
• Operations Management
• Control processes and function
• Scalable practices
• Measurement and control.
• Application Management
• The 5 processes
Continual Service Improvement
• Control processes and function
• Scalable practices
• Measurement and control.
Optional Examination
The ITIL Foundation Certificate is an internationally-recognised qualification and is a prerequisite for further qualifications in ITIL. It comprises a 60-minute 40 question multiple choice examination and is held on the last day of the course and can be taken via Prometrics testing offices at any time after the training.
Facilitator
David Wheeler
- ITIL® Master V2 & 3, RCV, OSA, SOA & PPO
- PRINCE2®, PMBOK (Project Management)
- COBIT® V4.1
- ISO 27001, Certified Information Security Manager (CISM)
- Business Excellence Framework (BEF)
- Lead Auditor ISO 27001, ISO 9001
- B. Education, Cert IV Training & Development
- Standards: ISO 38500, ISO 27001, ISO 31000
David has over 25 years Australian and Asian experience in the operation, assessment and improvement of Governance structures and processes, particularly in reference to IT Service Management, Risk, Security and Technology. He has worked in diverse roles such as IT Manager, National IT Infrastructure Manager and Senior Consultant in various IT and training environments. His background and experience combine a solid technical and training basis with a thorough understanding of key organisational factors such as leadership, management, financial impact and people issues.
David uses his extensive background in management to guide and direct organisations in their endeavours to implement governance structures using Standards and Frameworks such as ISO 38500, ISO 27001, ISO 3100, ITIL® V3, COBIT® 4.1, BEF, PRINCE2® and others. He has a strong focus on strategy and processes and uses his management skills and extended knowledge to successfully develop and improve existing processes.
David has been involved with all major sections of the business community, having provided services for Telstra, Commonwealth Bank, Sandvik, Qantas, OCBC, Federal Courts and the Australian Electoral Commission to name but a few. He has managed implementations and training for corporate and SME customers in Australia and SE Asia, assisting organisations to implement industry standard governance structures and processes to enable business benefit and profitability.
David brings International experience to his consulting capability if required by his clientele. However, he has considerable experience working with small to medium enterprises, and can appreciate the needs and constraints of the smaller business. David has started his own company and can therefore assist in the issues that are relevant in developing and improving business requirements in today’s rapidly changing environment.
In addition to his extensive experience, David brings to bear an impressive list of certifications including; MCSE, ITIL Masters V2, ITIL Expert, all four ITIL V3 Capability Certifications, PRINCE2, IT Infrastructure Management, Bachelor of Education, Cert. IV in Training and Development, Certified Information Security Manager and Lead Auditor Status.
David takes a no-nonsense approach to assisting organisations to develop their Service Management framework, using a proven structured methodology to align IT services with business strategy and required outcomes. He has an impressive list of recommendations to attest to his skills and capabilities.
David Wheeler is also facilitating:
In-house Training
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