dream catchers, inc - it infrastructure library...
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Dream Catchers, Incwww.itil.us.com(866) FOR-ITSM or (866) [email protected]
Market Context for IT and Managing Value (2)Definition and Goals of ITSM (2) Definition of ITIL and reason for Adoption (2)Integration of the 5 Core BooksGood PracticeDefinition of ServiceService AssetsProcess / Function / RoleCustomer / User / Provider / SupplierGeneric Process Model & Characteristics (2) Specific Roles
Service OwnerProcess OwnerProcess Manager
RACI ModelThe Business CaseRisk & Managing Risk
ITSM As a Practice
Goals, Purpose & Scope4 Activities of Service StrategyUtility & WarrantyService Portfolio Management - Goal
Service Lifecycle in the Service PortfolioService Portfolio Management Process
Demand Mgt Objectives & Concepts (2)Financial Mgt Objectives
Service Strategy
INC – MetricsINC – ChallengesINC – Interfaces (2)
PROB – ObjectivesPROB – Key ConceptsPROB – Process ActivitiesPROB – Interfaces (2)
REQ – OverviewACC – Objectives & RolesACC – ConceptsACC – Process Activities
FunctionsSD – Objectives & ResponsibilitiesSD – Types & StaffingTCHM – Objectives & RolesAPPM – Objectives & RolesOPSM – Objectives & RolesOps Control & Facilities MgtOverlapping Functions
Common Service Operation ActivitiesService Operation Review
Service Operation (cont.)
Lifecycle MapLifecycle ApproachService Strategy
Goals / Objective / PurposeProcesses
Service DesignGoals / Objective / PurposeProcesses
Service TransitionGoals / Objective / PurposeProcesses
Service OperationGoals / Objective / PurposeProcesses
Continual Service ImprovementGoals / Objective / PurposeProcesses
Service Lifecycle
GoalsValue to BusinessScopeThe 4 P’s of Service Design5 Key Aspects of Design
Designing a Service Solutions ApproachThe Service Design PackageThe Service Portfolio & ContentsArchitectural RelationshipsTechnology ArchitectureProcess DesignMeasurement Systems & MethodsMeasurement Design Criteria
Service Design ProcessesSLM – Objectives
SLM – ScopeSLM – Key DocumentsSLM - StructureSLM - ProcessSLM – ActivitiesSLM - KPIsSLM – ChallengesSLM - Interfaces
SCM – ObjectivesSCM – Basic Concepts
CAP – ObjectivesCAP – Basic ConceptsCAP – Activities
AVAIL – ObjectivesAVAIL – ConceptsAVAIL – TermsAVAIL – ProcessThe Expanded Incident Lifecycle
ITSCM – ObjectivesITSCM – Concepts
SEC – ObjectivesSEC – Concepts
SUP – ObjectivesSUP – Basic Concepts
Summary of Service Design ProcessesService Design Review
Service DesignPurpose & ScopeScope (Diagram)Goals & ObjectivesValue to BusinessProcesses & RolesSACM – Goals & Objectives
SACM – Key ConceptsSACM – Configuration ItemsSACM – Configuration ModelSACM – Activity ModelSACM – Platform for Release SACM – Configuration BaselineSACM – Interfaces
CHNG – Scope & ObjectivesCHNG – ConceptsCHNG – Change TypesCHNG – Normal Change ProcessCHNG – Standard ChangesCHNG – Emergency ChangesCHNG – The 7 R’s of ChangeCHNG – Remediation PlanningCHNG – The Change Advisory BoardCHNG – Metrics & ChallengesCHNG – Interfaces
REL - Purpose & OutcomesREL – ObjectivesREL – ConceptsREL – Basic Process
KNOW – PurposeKNOW – The DIKW ModelKNOW – Managing through the SKMS
Additional Service Transition ProcessesService Transition Review
Service Transition
CSI and the ITIL CoreObjectives & ScopePurposeReturn on InvestmentContinual Service Improvement ModelThe Deming Cycle (Plan / Do / Check / Act)CSI MetricsKPIs and the Improvement ProcessCSI – Why do We Measure?CSI – BaselinesCSI – GovernanceThe 7 Step Improvement ProcessRoles for Continual Service ImprovementContinual Service Improvement Review
Continual Service Improvement
Principles & PurposeValue to BusinessCommunicationService Operation ProcessesEVNT – Purpose
EVNT – Key TermsINC – Overview
INC – Scope & ObjectivesINC – Process (2)INC – PrioritizationINC – Other Concepts
Service Operation
Service Design ToolsService Transition ToolsService Operation ToolsContinual Service Improvement Tools
Technology & Architecture
© Dream Catchers, Inc. course v 3.4
Course Map | Foundations Course for ITSM (ITIL v3)
Core Concept
Key Term
Process
Core Role
ITSM Function
Map Key
Interface