ITIL® Foundation Service Management training course

Service Strategy:

• Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset.
• Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver.
• Decisions made with respect to Service Strategy have far-reaching consequences, including those with delayed effect.

Service Design:

• Provides guidance on how to design, develop services and Service Management processes.
• Service Design covers design principles and methods for converting strategic objectives into portfolios of services and service assets.
• Service Design guides organisations on how to develop design capabilities for Service Management.

Service Transition:

• It provides guidance on the transition of new and changed services into live operations.
• It provides guidance on managing the complexity related to changes – preventing undesired consequences while allowing for innovation.

Service Operation:

• Provides guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for money.
• Guidance is provided on maintaining stability, fixing problems, scheduling operations, controlling demand and optimising capacity utilisation while allowing for changes from both the reactive and proactive perspectives.

Continual Service Improvement:

• Provides instrumental guidance in creating and maintaining value for customers through better design, transition and operation of services.
• It combines principles, practices and methods from quality management, change management and capability improvement.
• Guidance is provided for linking improvement efforts and outcomes with service strategy, design, transition and operation.

Pre-Work

• Delegates are required to undertake preliminary study using JBI’s pre-course documents
• The electronic pre-course consists of the following:
• Introductory Overview of ITIL v3
• ITIL v3 Glossary
• Pre-course quiz

                        Data Analysis Expressions

                        Calculated Columns

                        Measures

                        DAX Syntax

                        DAX Functions

                        Advanced Relationships