ITIL® (versio 5) Service Master

Ohjelma

Keskiviikkona 7.10.

09:00

Koulutuksen avaus

09:30

Key concepts of digital product and service management

10:15

Tauko

10:30

Service relationships

11:15

The ITIL Value System (ITIL VS)

11:35

Governance

11:50

Lounastauko

12:40

The ITIL Guiding Principles

14:00

Tauko

14:20

The ITIL Four Dimensions of Product and Service Management

15:20

Value chain and ITIL management practices, part I

  • Discover: Relationship management, continual Improvement
16:00

Huomiseen! Ensimmäinen koulutuspäivä päättyy

Torstaina 8.10.

09:00

Value chain and ITIL management practices, part II

  • Design: Information security management, capacity and performance management
  • Acquire: Configuration management, IT- asset management, supplier management
10:00

Tauko

10:15

Value chain and ITIL management practices, part III

  • Build: Deployment management
  • Transition: Release management, change enablement
  • Operate: Availability management, monitoring and event management
12:00

Lounastauko

12:45

Value chain and ITIL management practices, part IV

  • Deliver: Service request management, Service Desk, Service level management
  • Support: Incident management, Problem management
14:10

Tauko

14:30

Value streams: mapping and management

  • Key concepts of value stream mapping and management
  • Application of value streams
  • Purpose of value stream mapping and management
14:50

Continual improvement

  • ITIL Continual Improvement
  • Continual improvement within the ITIL Value System and its role in the organization
15:20

ITIL and other frameworks integration

  • ITIL and DevOps
  • ITIL and PRINCE2
15:35

What next?

  • How to prepare your exam
16:00

Kiitos! Toinen koulutuspäivä päättyy.

Maanantaina 16.11.

09:00

Introduction

09:15

ITIL Foundation recap and digital products and services overview

  • Introduction to digital products and services
  • The digital product and service lifecycle management activities
10:15

Tauko

10:30

Discover

  • Key concepts of the ‘discover’ activity
  • Steps, outputs, and management practices of the ‘discover’ activity
  • CSFs, metrics, and practical recommendations for the ‘discover’ activity
11:40

Lounastauko

12:20

Design

  • Key concepts of the ‘design’ activity
  • Steps, outputs, and management practices of the ‘design’ activity
  • CSFs, metrics, and practical recommendations for the ‘design’ activity
13:30

Acquire, part I

  • Key concepts of the ‘acquire’ activity
14:00

Kahvitauko

14:15

Acquire, part II

  • Steps, outputs, and management practices of the ‘acquire’ activity
  • CSFs, metrics, and practical recommendations for the ‘acquire’ activity
14:55

Build

  • Key concepts of the ‘build’ activity
  • Steps, outputs, and management practices of the ‘build’ activity
  • CSFs, metrics, and practical recommendations for the ‘build’ activity
16:00

Huomiseen! Koulutuspäivä päättyy.

Tiistaina 17.11.

09:00

Transition

  • Key concepts of the ‘transition’ activity
  • Steps, outputs, and management practices of the ‘transition’ activity
  • CSFs, metrics, and practical recommendations for the ‘transition’ activity
10:10

Tauko

10:25

Operate

  • Key concepts of the ‘operate’ activity
  • Steps, outputs, and management practices of the ‘operate’ activity
    • CSFs, metrics, and practical recommendations for the ‘operate’ activity
11:35

Deliver, part I

  • Key concepts of the ‘deliver’ activity
12:00

Lounastauko

12:40

Deliver, part II

  • Steps, outputs, and management practices of the ‘deliver’ activity
  • CSFs, metrics, and practical recommendations for the ‘deliver’ activity
13:10

Support, part I

  • Key concepts of the ‘support’ activity
  • Steps, outputs, and management practices of the ‘support’ activity
14:00

Kahvitauko

14:20

Support, part II

  • CSFs, metrics, and practical recommendations for the ‘support’ activity
14:40

The ITIL Product and Service Lifecycle

  • Managing the end-to end lifecycle
15:40

ITIL and other frameworks

  • ITIL, AI and other frameworks
15:50

What next?

16:00

Kiitos! Koulutus päättyy.