The exciting combination of ITIL Foundation and ITIL Practitioner is a complete package for Learning and adopting the core disciplines of the ITIL Best Practice. Both Courses are case-study driven and facilitate strong comprehension of the concepts.
During this 6 day Course, individuals, teams, and organizations learn about the five core disciplines of ITIL: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. The five disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value, improving ROI, and enabling IT to meet specific operational needs. Consequently, the disciplines help address the challenges that arise from IT Service Management (ITSM) improvement initiatives.
Duration Learning Credits
6 days – 48 hours of 48 PDU’s
Session
Public Classroom Pricing:
Early Bird Price: AUD 5595.00
Regular Price: AUD 5995.00
Instructor-Led Virtual Live Pricing:
Early Bird Price: AUD 4195.00
Regular Price: AUD 4595.00
Private Group/ In-House Learning:
Have a group of 3 or more people?
Register yourself with a special pricing and
request the training exclusively
ITIL® Foundation
Module1: Course Introduction
● Student and Instructor Introductions
● ITIL® Foundation Course
● Course Learning Objectives
● Course Agenda
● ITIL Qualification Scheme
● Exercise – The Arora Family
Module2: Service Management as a Practice
● Best Practices in the Public Domain
● ITIL as a Good Practice
● Concept of Service
● Concept of Service Management
● Processes and Functions
● The RACI Model
● Roles and Responsibilities
● Exercise – The Lost Laundry
● ModuleSummary
● Test Questions for Service Management as a Practice
Module3: Service Lifecycle
● The Service Lifecycle
● Basic Concepts of Service Strategy
● Basic Concepts of Service Design
● Basic Concepts of Service Transition
● Basic Concepts of Service Operation
● Basic Concepts of Continual Service Improvement
● Exercise – The New Swimming Pool
● ModuleSummary
Module4: Service Strategy
● Basic Concepts of Service Strategy
● Principles and Models of Service Strategy
● Processes of Service Strategy
● Service Portfolio Management
● Financial Management for IT Services
● Business Relationship Management
● ModuleSummary
● Test Questions for Service Strategy
Module5: Service Design
● Basic Concept of Service Design
● Principles and Models of Service Design
● Service Solutions for New or Changed Services
● Management Information Systems and Tools
● Technology Architectures and Management Architectures
● Processes Required
● Measurement Methods and Metrics
● Processes of Service Design
● Design Coordination
● Service Level Management
● Service Catalogue Management
● Availability Management
● Information Security Management
● Supplier Management
● Capacity Management
● IT Service Continuity Management
● Exercise – Crossword
● ModuleSummary
● Test Questions for Service Design
Module6: Service Transition
● Change Management
● Service Asset and Configuration Management
● Release and Deployment Management
● Transition Planning and Support
● Knowledge Management
● Exercise – Crossword
● ModuleSummary
● Test Questions for Service Transition
Module7: Service Operation
● Event Management
● Incident Management
● Request Fulfilment
● Problem Management
● Access Management
● Service Operations Functions
● The Service Desk Function
● The Technical Management Function
● The Application Management Function
● The IT Operation Management Function
● Exercise – Complaint Handling and Service Recovery
● ModuleSummary
● Test Questions for Service Operation
Module8: Continual Service Improvement
● Basic Concepts of CSI
● Principles and Models of CSI
● CSI Process
● Exercise – Crossword
● ModuleSummary
● Test Questions for Continual Service Improvement
Module9: Technology and Architecture
● Service Automation
● Competence and Skills for Service Management
● Competence and Skills Framework
● Training
● ModuleSummary
● Exam Preparation Guide
● Mock Exam
ITIL® Practitioner
Module1: Course Introduction
● Course Learning Objectives
● Course Agenda
● ModuleLearning Objectives
● Topics Covered in This Module
● Scenario-based Learning
● CSI Approach
● Guiding Principles
● Course Structure
● Certification
● Get to Know Each Other
Module2: THE JOURNEY
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● A Message from the CEO
● Current Challenges
● The CSI Approach: What is the vision? Where are we now?
● What is the vision?
● Where are we now?
● The Assignment
● Sources and Inputs
● Decision Time!
● Debrief
● Template: Elevator Pitch
● Template: SWOT Analysis
● Template: Stakeholder Analysis Worksheet
● Template: Orientation Worksheet
● Template: CSI Register
Module3: ORGANIZATIONAL CHANGE Management (OCM)
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● Topics Covered in This Module
● Purpose and Approaches
● Essentials for Successful Improvement
● Implementing a Successful Change
● Continual Improvement of OCM
Module4: THE DESIRE
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● The CSI Approach: Where do we want to be?
● Where do we want to be?
● Vision to Measurement Trail
● Our Goals and Value
● Never Lose the Big Picture!
● Company Requirements
● The Assignment
● Sources and Inputs
● Presenting the Power of the Story
● Debrief
● Template: Presentation Worksheet
● Template: Stakeholder Worksheet
● EJ Airways CSI Register
Module5: COMMUNICATIONS
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● Topics Covered in This Module
● Good Communication
● Communication Principles
● Communication Techniques
● Types of Communication
Module6: THE ROADMAP
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● The CSI Approach: How do we get there?
● How do we get there?
● Refresher: Five Major Aspects of Service Design
● Refresher: Balanced Scorecard
● Mixing Frameworks and Methods
● A Message from Lynda, Head of PR
● The Assignment
● Sources and Inputs
● Getting into Character: You are EJ Airways!
● A Message from the CEO
● Meeting Time
● Debrief
● Template: Implementation Plan (including RACI and Workshop Checklist)
● Template: Meeting Notes
● Template: Balanced Scorecard
Module7: METRICS and MEASUREMENTS
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● Topics Covered in This Module
● Metrics and Measurements in CSI
● Cascades and Hierarchies
● Metrics Categories
● Assessments
● Reporting
Module8: CHECK, CONTROL, and REDIRECT
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● The CSI Approach: Did we get there?
● Did we get there?
● Refresher: DIKW Model
● Benefits Realization
● Progress Iteratively
● The Assignment
● Sources and Inputs
● Analysis Time
● Stop Your Work
● Discussion Time
● Debrief
● Template: Communications Campaign Checklist
● Template: Report Worksheet
● CSI Register
● Template: Benefits Realization Review
● Email: Automated Baggage Drop
● Email: Baggage Handling System
● Email: Internet on Board
● Memo: Culture Impacts
Module9: STAY TUNED
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● The CSI Approach: How do we keep the momentum going?
● How do we keep the momentum going?
● Resistance Management Plan
● Reinforcement with Balanced Diversity
● The Assignment
● Sources and Inputs
● CEO’s State of Mind
● Debate Time
● Debrief
● Template: Resistance Management Plan
Module10: GUIDING Principles
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● Topics Covered in This Module
● The Guiding Principles
● Applying the Guiding Principles
Module11: EXAM PREPARATION GUIDE
● IT Management
● IT Support Staff
● IT Consultants
● Business Managers
● Business Process Owners
● IT Developers
● Service Providers
● System Integrators
● ITIL Foundation
● Identify the key Principles and concepts of IT Service Management.
● Identify the benefits of implementing ITIL in an organization.
● Identify the Service Management Processes and how they map to the Service Lifecycle.
● Identify the basic concepts and Definitions related to the Service Lifecycle.
● Identify the activities and roles involved with the Service Lifecycle.
● Identify the relationship of each component of the Service Lifecycle and how they map to other components.
● Identify the factors that affect the effectiveness of the Service Lifecycle.
● ITIL Practitioner
● Understand the ITSM concepts that are important drivers of Continual Service Improvement (CSI).
● Able to apply the ITSM guidance Principles in a real-world context.
● Able to apply the CSI approach to manage improvements in a given organizational context.
● Connect and align ITIL with other frameworks, good Practices, and methodologies, such as Lean, DevOps, Agile, and SIAM.
● Able to use metrics and measurements to enable continual improvement.
● Understand how to communicate effectively to enable CSI.
● Able to apply organizational change Management to support continual improvement.